Hospitality employees’ affective experience of shame, self-efficacy beliefs and job behaviors: The alleviating role of error tolerance

Name: Hospitality employees’ affective experience of shame, self-efficacy beliefs and job behaviors: The alleviating role of error tolerance
Author: Wang, X., Guchait, P., Khoa, D. T., Paşamehmetoğlu, Ayşın, Wen, X.

İsim	Hospitality employees’ affective experience of shame, self-efficacy beliefs and job behaviors: The alleviating role of error tolerance
Yazar	Wang, X., Guchait, P., Khoa, D. T., Paşamehmetoğlu, Ayşın, Wen, X.
Basım Tarihi:	2022-04
Basım Yeri	- Elsevier
Konu	Shame, Self-efficacy, Error management, Service recovery performance, Organizational citizenship behavior
Tür	Süreli Yayın
Dil	İngilizce
Dijital	Evet
Yazma	Hayır
Kütüphane:	Özyeğin Üniversitesi
Demirbaş Numarası	0278-4319
Kayıt Numarası	0d22df95-5d83-48c3-9807-b2f70b0f5bda
Lokasyon	Hotel Management
Tarih	2022-04
Notlar	Hong Kong Polytechnic University
Örnek Metin	Service management researchers have clearly demonstrated that customers experience various emotions in service failure situations. In comparison, hospitality employees’ emotional experiences in such situations, are relatively unknown, as they are often required to hide experienced emotions and express emotions in ways consistent with industry standards. To address this gap, we examine the typical emotional experience of shame in the wake of service failure and explain how it influences employees’ job behaviors—service recovery performance and organizational citizenship behavior—via self-efficacy beliefs. Furthermore, we draw on social information processing to introduce error tolerance as a social persuasion buffer that mitigates the negative effects of shame on self-efficacy perceptions. Survey data collected from 217 subordinate-supervisor dyads employed in restaurant settings reveal that shame experienced weakened employees’ self-efficacy beliefs, and these weakened beliefs were in turn negatively associated with job behaviors. Finally, error tolerance significantly moderated the relationship between shame and self-efficacy.
DOI	10.1016/j.ijhm.2022.103162
Cilt	102

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Hospitality employees’ affective experience of shame, self-efficacy beliefs and job behaviors: The alleviating role of error tolerance

Yazar Wang, X., Guchait, P., Khoa, D. T., Paşamehmetoğlu, Ayşın, Wen, X.

Basım Tarihi 2022-04

Basım Yeri - Elsevier

Konu Shame, Self-efficacy, Error management, Service recovery performance, Organizational citizenship behavior

Tür Süreli Yayın

Dil İngilizce

Dijital Evet

Yazma Hayır

Kütüphane Özyeğin Üniversitesi

Demirbaş Numarası 0278-4319

Kayıt Numarası 0d22df95-5d83-48c3-9807-b2f70b0f5bda

Lokasyon Hotel Management

Tarih 2022-04

Notlar Hong Kong Polytechnic University

Örnek Metin Service management researchers have clearly demonstrated that customers experience various emotions in service failure situations. In comparison, hospitality employees’ emotional experiences in such situations, are relatively unknown, as they are often required to hide experienced emotions and express emotions in ways consistent with industry standards. To address this gap, we examine the typical emotional experience of shame in the wake of service failure and explain how it influences employees’ job behaviors—service recovery performance and organizational citizenship behavior—via self-efficacy beliefs. Furthermore, we draw on social information processing to introduce error tolerance as a social persuasion buffer that mitigates the negative effects of shame on self-efficacy perceptions. Survey data collected from 217 subordinate-supervisor dyads employed in restaurant settings reveal that shame experienced weakened employees’ self-efficacy beliefs, and these weakened beliefs were in turn negatively associated with job behaviors. Finally, error tolerance significantly moderated the relationship between shame and self-efficacy.

DOI 10.1016/j.ijhm.2022.103162

Cilt 102