Anxiety and gratitude toward the organization: Relationships with error management culture and service recovery performance

Xingyu Wang, Priyanko Guchait, Aysin Pasamehmetoglu

Research output: Journal article publicationJournal articleAcademic researchpeer-review

4 Citations (Scopus)

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.

Original languageEnglish
Article number102592
JournalInternational Journal of Hospitality Management
Volume89
DOIs
Publication statusPublished - Aug 2020

Keywords

  • Anxiety
  • Emotion
  • Error management
  • Gratitude
  • Service recovery performance

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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