Driving service-oriented organizational citizenship behavior through error management culture

Arun Aggarwal, Weng Marc Lim, Dinesh Jaisinghani and Kamrunnisha Nobi

The Service Industries Journal, 2024, vol. 44, issue 15-16, 1211-1250

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.

Date: 2024
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DOI: 10.1080/02642069.2022.2147160

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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