Skip to main content
SpringerLink
Log in

The Role of Error Management Culture and Leadership on Failures and Recovery in Services

  • Conference paper
  • First Online:
Exploring Service Science (IESS 2020)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 377))

Included in the following conference series:

  • 1687 Accesses

Abstract

This study aims to establish the relationship between the leader behavioral integrity and the service recovery of the employees in services, considering also the influence of the error management culture and job satisfaction. An online questionnaire was directed to Portuguese service workers and a sample of 142 responses was collected. Data were analyzed by means of the software tool SmartPLS 3.0, and structural equations analysis was conducted. The study verified four of the seven hypotheses of the research. An important contribution of this research was the conclusion that the error management culture is a mediator of the relationship between leader behavioral integrity and the service error recovery performance of the employees, a relationship that has not yet been tested in the literature.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 39.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Homsma, G.J., Van Dyck, C., De Gilder, D., Koopman, P.L., Elfring, T.: Learning from error: the influence of error incident characteristics. J. Bus. Res. 62(1), 115–122 (2009)

    Article  Google Scholar 

  2. Shin, H., Ellinger, A.E., Mothersbaugh, D.L., Reynolds, K.E.: Employing proactive interaction for service failure prevention to improve customer service experiences. J. Serv. Theory Practice 27(1), 164–186 (2017)

    Article  Google Scholar 

  3. Swanson, S., Hsu, M.: The effect of recovery locus attributions and service failure severity on word-of-mouth and repurchase behaviors in the hospitality industry. J. Hospitality Tourism Res. 35(4), 511–529 (2011)

    Article  Google Scholar 

  4. Maxham, J.G.: Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. J. Bus. Res. 54(1), 11–24 (2001)

    Article  Google Scholar 

  5. De Matos, C.A., Henrique, J.L., Rossi, C.A.V.: Service recovery paradox: a meta-analysis. J. Serv. Res. 10(1), 60–77 (2007)

    Article  Google Scholar 

  6. Lin, W.: Service recovery model: the integrated view. Serv. Ind. J. 29(5), 669–691 (2009)

    Article  Google Scholar 

  7. Hart, C., Heskett, J., Sasser, W.: The profitable art of service recovery. Harvard Bus. Rev. 68(4), 148–156 (1990)

    Google Scholar 

  8. Van Vaerenbergh, Y., Varga, D., De Keyser, A., Orsingher, C.: The service recovery journey: conceptualization, integration, and directions for future research. J. Serv. Res. 22(2), 103–119 (2019)

    Article  Google Scholar 

  9. Smith, A., Bolton, R., Wagner, J.: A model of customer satisfaction with service encounters involving failure and recovery. J. Market. Res. 36(3), 356–372 (1999)

    Article  Google Scholar 

  10. Priluck, R., Lala, V.: The impact of the recovery paradox on retailer-customer relationships. Managing Serv. Qual. 19(1), 42–59 (2009)

    Article  Google Scholar 

  11. Heskett, J., Jones, T., Loveman, G., Sasser, W., Schlesinger, L.: Putting the service profit chain to work. Harvard Bus. Rev. 72, 164–170 (1994)

    Google Scholar 

  12. Iglesias, V., Varela-Neira, C., Vázquez-Casielles, R.: Why didn’t it work out? The effects of attributions on the efficacy of recovery strategies. J. Serv. Theory Practice 25(6), 700–724 (2015)

    Article  Google Scholar 

  13. Pugh, H., Brady, M., Hopkins, L.: A customer scorned: effects of employee reprimands in frontline service encounters. J. Serv. Res. 21(2), 219–234 (2018)

    Article  Google Scholar 

  14. Guchait, P., Simons, T., Pasamehmetoglu, A.: Error recovery performance: the impact of leader behavioral integrity and job satisfaction. Cornell Hospitality Q. 57(2), 150–161 (2016)

    Article  Google Scholar 

  15. Pasamehmetoglu, A., Guchait, P., Tracey, J.B., Cunningham, C.J., Lei, P.: The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors. J. Serv. Theory Practice 27(1), 2–22 (2017)

    Article  Google Scholar 

  16. Heskett, J., Sasser, W., Schlesinger, L.: What Great Service Leaders Know and Do. Berrett-Koehler, Oakland (2015)

    Google Scholar 

  17. Ringle, C., Wende, S., Becker, J.: SmartPLS, SmartPLS GmbH, Boenningstedt. Rochester Inst. Technol. 20(3), 405–420 (2015)

    Google Scholar 

  18. Hair Jr., F., Sarstedt, J.M., Hopkins, L., Kuppelwieser, G.V.: Partial least squares structural equation modeling (PLS-SEM) an emerging tool in business research. Eur. Bus. Rev. 26(2), 106–121 (2014)

    Article  Google Scholar 

  19. Webster, N.: Webster‘s New Collegiate Dictionary, 7th edn. G&C Merriam, Springfield (1967)

    Google Scholar 

  20. Gronroos, C.: Service quality: the six criteria of good perceived service. Rev. Bus. 9(3), 10 (1988)

    Google Scholar 

  21. Zeithaml, V., Berry, L., Parasuraman, A.: The behavioral consequences of service quality. J. Market. 60(2), 31–46 (1996)

    Article  Google Scholar 

  22. Simons, T.: Behavioral integrity: the perceived alignment between managers words and deeds as a research focus. Organ. Sci. 13(1), 18–35 (2002)

    Article  Google Scholar 

  23. Simons, T., Leroy, H., Collewaert, V., Masschelein, S.: How leader alignment of words and deeds affects followers: a meta-analysis of behavioral integrity research. J. Bus. Ethics 132(4), 831–844 (2015)

    Article  Google Scholar 

  24. Kannan-Narasimhan, P., Lawrence, B.: Behavioral integrity: how leader referents and trust matter to workplace outcomes. J. Bus. Ethics 111(2), 165–178 (2012)

    Article  Google Scholar 

  25. Palanski, M.E., Vogelgesang, G.R.: Virtuous creativity: the effects of leader behavioural integrity on follower creative thinking and risk taking. Can. J. Adm. Sci./Revue Canadienne des Sciences de l’Administration 28(3), 259–269 (2011)

    Article  Google Scholar 

  26. Leroy, H., Palanski, M., Simons, T.: Authentic leadership and behavioral integrity as drivers of follower commitment and performance. J. Bus. Ethics 107(3), 255–264 (2012)

    Article  Google Scholar 

  27. Bagozzi, R.P.: The self-regulation of attitudes, intentions, and behavior. Soc. Psychol. Q. 55(2), 178–204 (1992)

    Article  Google Scholar 

  28. Babakus, E., Yavas, U., Karatepe, O.M., Avci, T.: The effect of management commitment to service quality on employees’ affective and performance outcomes. J. Acad. Market. Sci. 31(3), 272–286 (2003)

    Article  Google Scholar 

  29. Bass, B.M., Avolio, B.J.: Transformational leadership and organizational culture. Public Adm. Q. 112–121 (1993)

    Google Scholar 

  30. Schein, E.H.: Organizational Culture and Leadership, vol. 2. Wiley, Hoboken (2010)

    Google Scholar 

  31. Van Dyck, C., Frese, M., Baer, M., Sonnentag, S.: Organizational error management culture and its impact on performance: a two-study replication. J. Appl. Psychol. 90, 1228–1240 (2005)

    Article  Google Scholar 

  32. Zhao, B., Olivera, F.: Error reporting in organizations. Acad. Manag. Rev. 31(4), 1012–1030 (2006)

    Article  Google Scholar 

  33. Palanski, M.E., Yammarino, F.J.: Integrity and leadership: a multi-level conceptual framework. Leadersh. Q. 20(3), 405–420 (2009)

    Article  Google Scholar 

  34. Bowling, N.A., Hammond, G.D.: A meta-analytic examination of the construct validity of the Michigan Organizational Assessment Questionnaire Job Satisfaction Subscale. J. Vocat. Behav. 73, 63–77 (2008)

    Article  Google Scholar 

  35. Fornell, C., Larker, D.F.: Evaluating structural equation models with unobservable variable sand measurement error. J. Market. Res. 18, 39–50 (1981)

    Article  Google Scholar 

  36. Dormann, T., Frese, M.: Error training: replication and the function of exploratory behavior. Int. J. Hum.-Comput. Interact. 6(4), 365–372 (1994)

    Article  Google Scholar 

  37. Judge, T., Piccolo, R.: Transformational and transactional leadership: a meta-analytic test of their relative validity. J. Appl. Psychol. 89(5), 755–768 (2004)

    Article  Google Scholar 

  38. Podsakoff, P.M., Organ, D.W.: Self-reports in organizational research: problems and prospects. J. Manag. 12, 69–82 (1986)

    Google Scholar 

  39. Podsakoff, P.M., MacKenzie, S.B., Lee, J.Y., Podsakoff, N.P.: Common method biases in behavioral research: a critical review of the literature and recommended remedies. J. Appl. Psychol. 88(5), 879 (2003)

    Article  Google Scholar 

  40. Marôco, J.: Análise de equações estruturais: Fundamentos teóricos, software e aplicações (2014)

    Google Scholar 

Download references

Acknowledgments

João F. Proença gratefully acknowledges financial support from FCT – Fundação para a Ciência e Tecnologia (Portugal), national funding through research grant UID/SOC/04521/2019.

Teresa Proença gratefully acknowledges financial support by Portuguese public funds through FCT - Fundação para a Ciência e a Tecnologia, I.P., in the framework of the project UID/ECO/04105/2019.

Author information

Authors and Affiliations

  1. School of Economics and Management, University of Porto, Porto, Portugal

    Teresa Proença, João F. Proença & Inês Teixeira

  2. CEF.UP, School of Economics and Management, University of Porto, Porto, Portugal

    Teresa Proença

  3. Advance/CGS, ISEG, University of Lisbon, Lisbon, Portugal

    João F. Proença

Authors
  1. Teresa Proença
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. João F. Proença
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Inês Teixeira
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Teresa Proença .

Editor information

Editors and Affiliations

  1. University of Porto, Porto, Portugal

    Henriqueta Nóvoa

  2. University Politehnica of Bucharest, Bucharest, Romania

    Monica Drăgoicea

  3. Karlsruhe Institute of Technology (KIT), Karlsruhe, Germany

    Niklas Kühl

Rights and permissions

Reprints and permissions

Copyright information

© 2020 Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Proença, T., Proença, J.F., Teixeira, I. (2020). The Role of Error Management Culture and Leadership on Failures and Recovery in Services. In: Nóvoa, H., Drăgoicea, M., Kühl, N. (eds) Exploring Service Science. IESS 2020. Lecture Notes in Business Information Processing, vol 377. Springer, Cham. https://doi.org/10.1007/978-3-030-38724-2_28

Download citation

  • DOI: https://doi.org/10.1007/978-3-030-38724-2_28

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-38723-5

  • Online ISBN: 978-3-030-38724-2

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation