The importance of error management culture in organizations: Impact on employee helping behaviors during service failures and recoveries in restaurants

Name: The importance of error management culture in organizations: Impact on employee helping behaviors during service failures and recoveries in restaurants
Author: Guchait, P., Paşamehmetoğlu, Ayşın, Lanza-Abbott, J.

İsim	The importance of error management culture in organizations: Impact on employee helping behaviors during service failures and recoveries in restaurants
Yazar	Guchait, P., Paşamehmetoğlu, Ayşın, Lanza-Abbott, J.
Basım Tarihi:	2015
Basım Yeri	- Informa Group
Konu	Error management culture, Organizational citizenship behaviors, Helping behaviors, Service failure, Service recovery
Tür	Süreli Yayın
Dil	İngilizce
Dijital	Evet
Yazma	Hayır
Kütüphane:	Özyeğin Üniversitesi
Demirbaş Numarası	1533-2845
Kayıt Numarası	661f2351-509d-4111-badc-b921a2116f0e
Lokasyon	Hotel Management
Tarih	2015
Notlar	Due to copyright restrictions, the access to the full text of this article is only available via subscription.
Örnek Metin	This study examined the influence of error management culture on employee helping behaviors during service failure and recovery situations in restaurants. Data was collected from 236 employees working in 22 restaurants in Turkey. Additionally, supervisors were asked to evaluate the employees’ helping behaviors. Hierarchical linear regression analysis indicated that error management culture had a significant positive influence on employee helping behaviors (self-rated), employee helping behaviors (manager-rated), and coworker helping behaviors. Furthermore, the study includes important theoretical and practical implications for researchers and industry practitioners.
DOI	10.1080/15332845.2014.904175

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The importance of error management culture in organizations: Impact on employee helping behaviors during service failures and recoveries in restaurants

Yazar Guchait, P., Paşamehmetoğlu, Ayşın, Lanza-Abbott, J.

Basım Tarihi 2015

Basım Yeri - Informa Group

Konu Error management culture, Organizational citizenship behaviors, Helping behaviors, Service failure, Service recovery

Tür Süreli Yayın

Dil İngilizce

Dijital Evet

Yazma Hayır

Kütüphane Özyeğin Üniversitesi

Demirbaş Numarası 1533-2845

Kayıt Numarası 661f2351-509d-4111-badc-b921a2116f0e

Lokasyon Hotel Management

Tarih 2015

Notlar Due to copyright restrictions, the access to the full text of this article is only available via subscription.

Örnek Metin This study examined the influence of error management culture on employee helping behaviors during service failure and recovery situations in restaurants. Data was collected from 236 employees working in 22 restaurants in Turkey. Additionally, supervisors were asked to evaluate the employees’ helping behaviors. Hierarchical linear regression analysis indicated that error management culture had a significant positive influence on employee helping behaviors (self-rated), employee helping behaviors (manager-rated), and coworker helping behaviors. Furthermore, the study includes important theoretical and practical implications for researchers and industry practitioners.

DOI 10.1080/15332845.2014.904175