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Error management at different organizational levels – Frontline, manager, and company · Study

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ArticleError management at different organizational levels – Frontline, manager, and company

Priyanko Guchait2011

Article2011

Error management at different organizational levels – Frontline, manager, and company

Priyanko Guchait · Min Gyung Kim · Karthik Namasivayam

64 citations·0/0 files stored·International Journal of Hospitality Management

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Customer Service Quality and Loyalty AI in Service Interactions Emotional Labor in Professions

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2003Evolving to a New Dominant Logic for Marketing 1999Psychological Safety and Learning Behavior in Work Teams 1997Organizational Learning: A Theory of Action Perspective 1984Research in Organizational Behavior 2001On the dimensionality of organizational justice: A construct validation of a measure.2016Managing the Risks of Organizational Accidents 1975Procedural Justice: A Psychological Analysis

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2016Should Organizations Be Forgiving or Unforgiving? A Two-Study Replication of How Forgiveness Climate in Hospitality Organizations Drives Employee Attitudes and Behaviors 2021High-Performance Work Practices and Turnover Intention: Investigating the Mediating Role of Employee Morale and the Moderating Role of Psychological Capital 2021The Influence of Trust on Creativity: A Review 2015Monetary or nonmonetary compensation for service failure? A study of customer preferences under various loci of causality 2015What may lead you to recommend and revisit a hotel after a service failure instead of complaining?

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Details

Year2011

Typearticle

Published2011-05-23

VenueInternational Journal of Hospitality Management

ISSN-L0278-4319

Languageen

Citations64

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.ijhm.2011.04.007

openalex_workW2055320404

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2017The impacts of hotels’ error management culture on customer engagement behaviors (CEBs)

2019Examining stealing thunder as a new service recovery strategy: impact on customer loyalty

2012The role of contingent self-esteem and trust in consumer satisfaction: Examining perceived control and fairness as predictors