Anxiety and gratitude toward the organization: Relationships with error management culture and service recovery performance |
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| Affiliation: | 1. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong;2. Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, Houston, TX, USA;3. School of Applied Sciences, Hotel Management Program, Özyeğin University, Istanbul, Turkey;1. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong SAR, China;2. Department of Tourism, Fudan University, No. 220 Handan Road, Shanghai, China;3. Department of Recreation, Park and Tourism Sciences, Texas A&M University, United States;1. School of Management, Shandong University, 27 Shanda Nanlu, Jinan 250100, China;2. School of Business, Qingdao University, 308 Ningxia Road, Qingdao 266071, China;1. Department of Civil Engineering, Curtin University, GPO Box U1987, Perth, Western Australia 6845, Australia;2. School of Sustainable Development, Bond University, Robina, QLD 4227, Australia;3. School of Architecture and Built Environment, Geelong Waterfront Campus, Deakin University, Geelong, Victoria, 3222, Australia;1. Conrad N. Hilton College of Hotel & Restaurant Management, University of Houston, 229 C. N. Hilton Hotel & College, Houston, TX, 77204, USA;2. Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, 229 C. N. Hilton College, Houston, TX, 77204, USA;3. College of Hotel & Tourism Management, Kyung Hee University, 26 Kyungheedae-ro, Dongdaemun-gu, Seoul, 02447, South Korea;4. Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, USA;5. College of Business, Government and Law, Flinders University, GPO Box 2100, Adelaide, SA, 5001, Australia;1. Department of Business Administration, School of Management, Xiamen University, Xiamen, China;2. Department of Tourism and Hospitality Management, School of Management, Xiamen University, Xiamen, China;3. Department of Business Administration, Business School, Shantou University, Shantou, China;1. Conrad N. Hilton College of Hotel & Restaurant Management, University of Houston, 229 C. N. Hilton Hotel & College, Houston, TX 77204, United States;2. School of Applied Sciences, Hotel Management Program, Özyeğin University, Istanbul, Turkey |
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| Abstract: | 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. |
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| Keywords: | Gratitude Error management Anxiety Emotion Service recovery performance |
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