Hospitality work setting is error-prone, rendering error handling critical for effective organizational operation and quality of service delivery. An organization’s attitude toward errors can be traced back to one fundamental question: should errors be tolerated/accepted or not? This study aims to examine the relationships between error tolerance and hospitality employees’ three critical work behaviors, namely, learning behavior, error reporting and service recovery performance. Psychological safety and self-efficacy are hypothesized to be the underlying attitudinal mechanisms that link error tolerance with these behavioral outcomes.,This study relied on a survey methodology, collecting data from 304 frontline restaurant employees in Turkey and their direct supervisors. SPSS 25.0 and Amos 25.0 were used for analysis.,The results revealed that error tolerance had direct positive relationships with employees’ psychological safety and self-efficacy, both of which had positive impacts on learning behavior and error reporting. In addition, learning behavior positively influenced employees’ service recovery performance, as rated by the employees’ supervisors.,This study identifies error tolerance as an organizational distal factor that influences employees’ learning behavior, error reporting and service recovery performance; and identifies self-efficacy and psychological safety as mediators of the relationship between error tolerance and behavioral outcomes. The findings help clarify the longstanding debate over the relationship between an organization’s attitude toward errors and its employees’ learning behavior. The findings also shed light on the advantages of tolerating error occurrence for organizations, which is especially important as most hospitality organizations pursue perfection with aversive attitudes toward errors.

中文翻译：

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容忍酒店组织中的错误：与学习行为，错误报告和服务恢复性能的关系

接待工作设置容易出错，因此错误处理对于有效的组织运营和服务质量至关重要。组织对错误的态度可以追溯到一个基本问题：是否应该容忍/接受错误？这项研究的目的是检查容错能力和招待员工的三个关键工作行为之间的关系，即学习行为，错误报告和服务恢复绩效。假设心理安全性和自我效能感是将错误容忍度与这些行为结果联系起来的潜在态度机制。本研究依赖于调查方法，从土耳其304名一线餐厅的员工及其直接主管收集数据。使用SPSS 25.0和Amos 25.0进行分析。结果表明，容错与员工的心理安全和自我效能感有着直接的正相关关系，两者都对学习行为和错误报告产生了积极的影响。此外，学习行为对员工的服务恢复绩效有积极的影响，正如员工主管所评价的那样。本研究将错误容忍度确定为影响员工学习行为，错误报告和服务恢复绩效的组织末梢因素。并指出自我效能和心理安全是错误容忍度与行为结果之间关系的中介。这些发现有助于阐明关于组织对错误的态度与员工的学习行为之间的关系的长期争论。