The influence of organizational error management culture on organizational citizenship behaviors and service recovery performance in the South Korean casino industry: The mediating role of organizational fairness

The influence of organizational error management culture on organizational citizenship behaviors and service recovery performance in the South Korean casino industry: The mediating role of organizational fairness

Error management culture is important in complex and error prone industries like the hospitality industry. However, very few studies have focused on the effects of error management culture on employee outcomes, especially in the labor intensive casino industry. This study investigates the influence of casino dealer perceptions of organizational error management culture on their organizational citizenship behaviors and service recovery performance. Moreover, the study examines the mediating effect of perceived organizational fairness. Data were collected from casino dealers in Korea. Study results support our mediation model, where dealers’ perceptions of organizational error management climate increases their perceived organizational fairness, which consequently results in increased organizational citizenship behaviors. The study offers theoretical and practical implications related to how error management culture influences employee attitudes and behaviors among dealers in the casino industry.