Perceived supervisor and co-worker support for error management: Impact on perceived psychological safety and service recovery performance

By Priyanko Guchait, A. Paşamehmetoğlu, M. Dawson. 2014

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Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture (2019, background): “In addition to being able to provide excellence in service, service employees in the hospitality industry are also expected to provide service recovery performance––resolving a service failure to satisfy a customer and meet customer expectations (Babakus et al., 2003; Guchait et al., 2014).”
Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style (2020, background): “In this case, supervisor support can be enacted as a resource protection/replenishment mechanism (Guchait et al., 2014; Karatepe, 2011; Karatepe & Kilic, 2007;; Li et al., 2017).”