Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

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

16 references·16 citing·36 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
2003Evolving to a New Dominant Logic for Marketing14,777 cited
1999Psychological Safety and Learning Behavior in Work Teams11,982 cited
1997Organizational Learning: A Theory of Action Perspective11,107 cited
1984Research in Organizational Behavior10,806 cited
2001On the dimensionality of organizational justice: A construct validation of a measure.5,743 cited
2016Managing the Risks of Organizational Accidents4,433 cited
1975Procedural Justice: A Psychological Analysis3,245 cited
1976Procedural Justice: A Psychological Analysis2,907 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1986Interactional justice : communication criteria of fairness2,766 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1992Marketing Services: Competing Through Quality2,178 cited
1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
1990Research on Negotiation in Organizations1,866 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited

Cited by

2016Should Organizations Be Forgiving or Unforgiving? A Two-Study Replication of How Forgiveness Climate in Hospitality Organizations Drives Employee Attitudes and Behaviors84 cited
2021High-Performance Work Practices and Turnover Intention: Investigating the Mediating Role of Employee Morale and the Moderating Role of Psychological Capital59 cited
2021The Influence of Trust on Creativity: A Review56 cited
2015Monetary or nonmonetary compensation for service failure? A study of customer preferences under various loci of causality51 cited
2015What may lead you to recommend and revisit a hotel after a service failure instead of complaining?46 cited
2017The impacts of hotels’ error management culture on customer engagement behaviors (CEBs)45 cited
2019Examining stealing thunder as a new service recovery strategy: impact on customer loyalty44 cited
2012The role of contingent self-esteem and trust in consumer satisfaction: Examining perceived control and fairness as predictors41 cited
2021How and when organizational justice impact extra-role customer service: A social exchange perspective of thriving at work40 cited
2014The Importance of Error Management Culture in Organizations: The Impact on Employee Helping Behaviors During Service Failures and Recoveries in Restaurants39 cited
2015Impact of error management practices on service recovery performance and helping behaviors in the hospitality industry: The mediating effects of psychological safety and learning behaviors38 cited
2017The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors35 cited
2016Error management culture and turnover intent among food and beverage employees in deluxe hotels: the mediating effect of job satisfaction34 cited
2019Effect of high performance work practices on service innovative behavior31 cited
2017From “Hypercritics” to “Happy Campers”: Who Complains the Most in Fine Dining Restaurants?27 cited
2016Learning in the service environment: the influence of diversity climate25 cited