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

• Tipo: Artigo em Livro de Atas de Conferência Internacional
• Data: 2020

Autores

Teresa Proença (Autor) FEP; João Proença (Autor) FEP; Inês Teixeira (Autor) Outra

Ata de Conferência Internacional

Título: Lecture Notes in Business Information Processing

Páginas: 391-398

10th International Conference on Exploring Service Science, IESS 2020

5 February 2020 through 7 February 2020

Indexação

ISI Web of Knowledge - 0 Citações

Scopus - 0 Citações

Outras Informações

ID Authenticus: P-00R-VNW

DOI: 10.1007/978-3-030-38724-2_28

Abstract (EN): 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. © Springer Nature Switzerland AG 2020.

Idioma: Inglês

Tipo (Avaliação Docente): Científica