Workplace ostracism: Impact on social capital, organizational trust, and service recovery performance

Name: Workplace ostracism: Impact on social capital, organizational trust, and service recovery performance
Author: Paşamehmetoğlu, Ayşın, Guzzo, R. F., Guchait, P.

İsim	Workplace ostracism: Impact on social capital, organizational trust, and service recovery performance
Yazar	Paşamehmetoğlu, Ayşın, Guzzo, R. F., Guchait, P.
Basım Tarihi:	2022-03
Basım Yeri	- Elsevier
Konu	Bonding social capital with co-workers, Organizational trust, Ostracism, Service recovery performance
Tür	Süreli Yayın
Dil	İngilizce
Dijital	Evet
Yazma	Hayır
Kütüphane:	Özyeğin Üniversitesi
Demirbaş Numarası	1447-6770
Kayıt Numarası	1039fe85-0f45-4ce7-9a85-18fe01b08d2f
Lokasyon	Hotel Management
Tarih	2022-03
Örnek Metin	The main purpose of the study was to examine the influence of workplace ostracism on service recovery performance (SRP). Because effective SRP is crucial for the success of hospitality businesses, it is important to study new factors that can enhance SRP. The current study makes a significant contribution to the service recovery literature by identifying critical predictors of SRP. Although the effects of workplace ostracism on work outcomes are well established, much less is known about the underlying mechanisms linking those relationships. Drawing from the conservation of resource theory, this study particularly examined the mediating role of bonding social capital with co-workers and organizational trust. Data was collected from five-star hotels in Turkey involving 180 employees. Structural equation modeling results show the mediating effect of bonding social capital and organizational trust between ostracism and SRP. The current study significantly contributes to the ostracism literature by finding a new outcome variable (i.e., SRP - an essential element of service performance which is especially important in hospitality and tourism contexts) and two new mediators that explain the underlying mechanism. The study provides implications for researchers and practitioners.
DOI	10.1016/j.jhtm.2022.01.007
Cilt	50

Kaynağa git Özyeğin Üniversitesi

Aramaya Dön

Özyeğin Üniversitesi

Kaynağa git

Workplace ostracism: Impact on social capital, organizational trust, and service recovery performance

Yazar Paşamehmetoğlu, Ayşın, Guzzo, R. F., Guchait, P.

Basım Tarihi 2022-03

Basım Yeri - Elsevier

Konu Bonding social capital with co-workers, Organizational trust, Ostracism, Service recovery performance

Tür Süreli Yayın

Dil İngilizce

Dijital Evet

Yazma Hayır

Kütüphane Özyeğin Üniversitesi

Demirbaş Numarası 1447-6770

Kayıt Numarası 1039fe85-0f45-4ce7-9a85-18fe01b08d2f

Lokasyon Hotel Management

Tarih 2022-03

Örnek Metin The main purpose of the study was to examine the influence of workplace ostracism on service recovery performance (SRP). Because effective SRP is crucial for the success of hospitality businesses, it is important to study new factors that can enhance SRP. The current study makes a significant contribution to the service recovery literature by identifying critical predictors of SRP. Although the effects of workplace ostracism on work outcomes are well established, much less is known about the underlying mechanisms linking those relationships. Drawing from the conservation of resource theory, this study particularly examined the mediating role of bonding social capital with co-workers and organizational trust. Data was collected from five-star hotels in Turkey involving 180 employees. Structural equation modeling results show the mediating effect of bonding social capital and organizational trust between ostracism and SRP. The current study significantly contributes to the ostracism literature by finding a new outcome variable (i.e., SRP - an essential element of service performance which is especially important in hospitality and tourism contexts) and two new mediators that explain the underlying mechanism. The study provides implications for researchers and practitioners.

DOI 10.1016/j.jhtm.2022.01.007

Cilt 50