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

摘要

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.