Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/90024
| Title: | Hospitality employee's mindfulness and its impact on creativity and customer satisfaction : the moderating role of organizational error tolerance | Authors: | Wang, X Wen, X Paşamehmetoğlu, A Guchait, P |
Issue Date: | Apr-2021 | Source: | International journal of hospitality management, Apr. 2021, v. 94, 102846 | Abstract: | Mindfulness refers to the psychological attentional state in which a person is conscious and accepting of the present. It is increasingly emerging as an estimable quality, especially within the hospitality industry where frontline employees’ creativity is critical to sustaining high-reliability organizations (HROs). Drawing on the literature on mindfulness, HROs, and creativity, this study (1) examines the moderating effect of organizational error tolerance on the relationship between employee mindfulness and creativity; and (2) investigates the mediating role of creativity on the relationship between employee mindfulness and customer satisfaction. The results of the multilevel path analyses performed on data collected from 303 restaurant employees and their managers supported the study's hypotheses. Specifically, the relationship between employee mindfulness and employee creativity was found to be contingent on organizational environmental cues (i.e., organizational error tolerance). The study's findings have implications for hospitality managerial practice, and research regarding employee mindfulness, creativity, error management, and HROs. | Keywords: | Creativity Customer satisfaction Error tolerance Mindfulness |
Publisher: | Pergamon Press | Journal: | International journal of hospitality management | ISSN: | 0278-4319 | EISSN: | 1873-4693 | DOI: | 10.1016/j.ijhm.2020.102846 |
| Appears in Collections: | Journal/Magazine Article |
Access
View full-text via PolyU eLinks 
Page views
50
Last Week
0
0
Last month
Citations as of Sep 17, 2023
SCOPUSTM
Citations
29
Citations as of Sep 21, 2023
WEB OF SCIENCETM
Citations
26
Citations as of Sep 21, 2023
Google ScholarTM
Check
Altmetric
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.