Associate professor Ayşın Paşamehmetoğlu from Ozyegin University, Turkey had a speech about “Error Management Culture in the Hospitality Industry” on international human resource management class in College of Management, NSYSU.
The guest speaker, Aysin Pasamehmetoglu, started and finished the session with a quiz and videos concerning Turkey so that the students can understand more about its culture.
Then, she started to talk about a more theoretical topic concerning her researches. Being OB teacher in Turkey for many years with a major in hospitality, she introduced to everyone error management culture in the hospitality industry.
After having defined the idea of error as an unintended deviation from goal, standards, codes of behavior, etc. she explained this could have negative effects such as loss of time, production and quality, increased costs, employees’ performance and motivation decreasing in every organization. Service errors studied in hospitality and tourism areas are called service failure, it’s when service performance failing below a customer’s expectations.
Then, she mentioned service recovery, which refers to actions an organization takes to respond to a service failure. An effective management service failure is crucial as well-executed recoveries enhance customer satisfaction while poor ones lead to customer defections. In this kind of situations, she reminded us that a manager has to be quick and reactive to find a solution, the employees’ education and training are also very important to help facing mishaps. Furthermore, service recovery performance refers to frontline employees’ abilities and actions to resolve a service failure to the satisfaction of the customers.
Since these employees have the most face to face interaction with customers, they have a critical role not only on service delivery but also during the service recovery process. They offer valuable information regarding customers’ requests, complaints, expectation, etc. That’s why in the hiring process, the HR has to detect if the candidate can handle or manage errors in general rather than only focusing on errors where the customer is involved. Internal errors are as important as external ones because they have a long-term and direct effect on service quality, customer satisfaction, firm performance, etc.
As she explained, service recovery is generally acknowledged as a critical factor that drives service sector organization’s performance, it profoundly affects the company’s ability to retain customers in the face of occasional service lapses.
Eventually, the lecturer mentioned some of her researches about error and service recovery management, behavioral integrity and workplace ostracism which have a direct impact on job satisfaction, performance, organizational trust, satisfaction, stress and turnover intentions, cohesion and many other factors at work.
(Article by Axelle Lambert, IBMBA)