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

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Exploring Service Science (IESS 2020)

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

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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.

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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.

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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

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  1. Teresa Proença
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  3. Inês Teixeira
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Corresponding author

Correspondence to Teresa Proença .

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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

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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

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

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  • Online ISBN: 978-3-030-38724-2

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