Anxiety and gratitude toward the organization: Relationships with error management culture and service recovery performance

Name: Anxiety and gratitude toward the organization: Relationships with error management culture and service recovery performance
Author: Wang, X. Y., Guchait, P., Paşamehmetoğlu, Ayşın

İsim	Anxiety and gratitude toward the organization: Relationships with error management culture and service recovery performance
Yazar	Wang, X. Y., Guchait, P., Paşamehmetoğlu, Ayşın
Basım Tarihi:	2020-08
Basım Yeri	- Elsevier
Konu	Gratitude, Error management, Anxiety, Emotion, Service recovery performance
Tür	Süreli Yayın
Dil	İngilizce
Dijital	Evet
Yazma	Hayır
Kütüphane:	Özyeğin Üniversitesi
Demirbaş Numarası	0278-4319
Kayıt Numarası	4736c457-5063-4616-b571-ec0b37adc52e
Lokasyon	Hotel Management
Tarih	2020-08
Örnek Metin	According to affective events theory (AET), organizational contexts can produce "affective events" that shape individuals' emotional experiences, subsequently influencing those individuals' work behaviors. This study hypothesized that every time an error occurs in an error management culture, it is an affective event that can stimulate employees' gratitude and reduce their anxiety toward their respective organizations. Gratitude and anxiety are positively and negatively associated with employees' service recovery performance, respectively. Drawing on three waves of data collected from 218 hotel employees, this study found that error management culture was positively associated with gratitude and negatively associated with anxiety. Consequently, gratitude and anxiety influenced employees' service recovery performance, as rated by the employees' supervisors. These findings suggest that error management culture can influence employees' service recovery performance through the culture's impact on gratitude and anxiety.
DOI	10.1016/j.ijhm.2020.102592
Cilt	89

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Anxiety and gratitude toward the organization: Relationships with error management culture and service recovery performance

Yazar Wang, X. Y., Guchait, P., Paşamehmetoğlu, Ayşın

Basım Tarihi 2020-08

Basım Yeri - Elsevier

Konu Gratitude, Error management, Anxiety, Emotion, Service recovery performance

Tür Süreli Yayın

Dil İngilizce

Dijital Evet

Yazma Hayır

Kütüphane Özyeğin Üniversitesi

Demirbaş Numarası 0278-4319

Kayıt Numarası 4736c457-5063-4616-b571-ec0b37adc52e

Lokasyon Hotel Management

Tarih 2020-08

Örnek Metin According to affective events theory (AET), organizational contexts can produce "affective events" that shape individuals' emotional experiences, subsequently influencing those individuals' work behaviors. This study hypothesized that every time an error occurs in an error management culture, it is an affective event that can stimulate employees' gratitude and reduce their anxiety toward their respective organizations. Gratitude and anxiety are positively and negatively associated with employees' service recovery performance, respectively. Drawing on three waves of data collected from 218 hotel employees, this study found that error management culture was positively associated with gratitude and negatively associated with anxiety. Consequently, gratitude and anxiety influenced employees' service recovery performance, as rated by the employees' supervisors. These findings suggest that error management culture can influence employees' service recovery performance through the culture's impact on gratitude and anxiety.

DOI 10.1016/j.ijhm.2020.102592

Cilt 89