The influence of organizational error management culture on organizational citizenship behaviors and service recovery performance in the South Korean casino industry: The mediating role of organizational fairness

• 영문명: The influence of organizational error management culture on organizational citizenship behaviors and service recovery performance in the South Korean casino industry: The mediating role of organizational fairness
• 발행기관: 한국관광학회
• 저자명: Priyanko Guchait Ki-Joon Back Choong-Ki Lee
• 간행물 정보: 『한국관광학회 국제학술발표대회집』제78차 한국관광학회 국제학술발표대회집, 231~249쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2015.07.01

영문 초록

Error management culture is important in complex and error prone industries like the hospitality industry. However, very few studies have focused on the effects of error management culture on employee outcomes, especially in the labor intensive casino industry. This study investigates the influence of casino dealer perceptions of organizational error management culture on their organizational citizenship behaviors and service recovery performance. Moreover, the study examines the mediating effect of perceived organizational fairness. Data were collected from casino dealers in Korea. Study results support our mediation model, where dealers’ perceptions of organizational error management climate increases their perceived organizational fairness, which consequently results in increased organizational citizenship behaviors. The study offers theoretical and practical implications related to how error management culture influences employee attitudes and behaviors among dealers in the casino industry.

키워드

Error management climate organizational fairness organizational citizenship behaviors service recovery performance casino dealers