ABSTRACT

This research endeavors to analyze the influence of error management culture on service-oriented organizational citizenship behavior (SOOCB) through the lenses of perceived procedural justice, customer-employee exchange, employee engagement, and gender differences. To do so, this research conducts structural equation modeling on the aforementioned relationships using survey data of 559 frontline employees from four- and five-star hotels in India. In doing so, this research finds that error management culture has a direct positive influence on perceived procedural justice and customer-employee exchange, and an indirect positive influence on SOOCB through perceived procedural justice, customer-employee exchange, and employee engagement. This research also reveals that gender moderates the relationships between error management culture and customer-employee exchange, and employee engagement and SOOCB. The discussion of implications, limitations, and future directions concludes the paper.

摘要

本研究试图通过感知程序公正、客户-员工交流、员工敬业度和性别差异的视角，分析错误管理文化对面向服务的组织公民行为 (SOOCB) 的影响。为此，本研究使用来自印度四星级和五星级酒店的 559 名一线员工的调查数据，对上述关系进行了结构方程建模。在此过程中，本研究发现差错管理文化对感知程序公正和客户-员工交流有直接的积极影响，并通过感知程序公正、客户-员工交流和员工敬业度对 SOOCB 产生间接积极影响。这项研究还表明，性别调节错误管理文化与客户-员工交流、员工敬业度和 SOOCB 之间的关系。对影响、局限性和未来方向的讨论总结了本文。