Purpose

The purpose of this paper is to integrate tenets from the appraisal-based model of self-conscious emotions and the compass of shame theory to examine restaurant frontline employees’ experience of shame following service failures, and how shame influences employees’ job attitude and behaviors. In addition, employees’ industry tenure is identified as an individual factor influencing the impacts of shame in resorting to literature on aging in emotion regulation.

Design/methodology/approach

Using a survey methodology, 217 restaurant frontline employees and their supervisors in Turkey provided survey data. Partial least squares (PLS) method using SmartPLS 3.3.3 was used for data analysis.

Findings

The results indicated the maladaptive nature of shame following service failures as a salient self-conscious emotion, as it was negatively related to employee outcomes. Moreover, employees’ industry tenure played a moderating role that influences the impacts of shame on commitment to customer service.

Practical implications

Managers should attend to frontline employees’ shame experience depending on their industry experience and adopt appropriate emotion intervention (e.g. cognitive reappraisal) or create error management culture to eliminate the negative effects of shame.

Originality/value

This study advances our understanding of a powerful but understudied emotional experience, shame, in a typical shame-eliciting hospitality work setting (e.g. service failures). Shame has been linked with commitment to customer service and error reporting. In addition, industry tenure has been identified as a boundary condition to help clarify previous inconsistent findings in regard to the adaptive/maladaptive nature of shame.

中文翻译：

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餐厅一线员工在服务失败背景下的羞耻经历：行业任期重要吗？

目的

本文的目的是结合基于自我意识情绪的评估模型和羞耻理论的原则，考察餐厅一线员工在服务失败后的羞耻体验，以及羞耻感如何影响员工的工作态度和行为。此外，员工的行业任期被确定为影响羞耻影响的个体因素，因为诉诸文献对情绪调节衰老的影响。

设计/方法/方法

使用调查方法，土耳其的 217 名餐厅一线员工及其主管提供了调查数据。使用 SmartPLS 3.3.3 的偏最小二乘 (PLS) 方法用于数据分析。

发现

结果表明，服务失败后羞耻的适应不良性质是一种显着的自觉情绪，因为它与员工结果呈负相关。此外，员工的行业任期起到了调节作用，影响了羞耻感对客户服务承诺的影响。

实际影响

管理者应根据一线员工的行业经验，关注他们的羞耻经历，采取适当的情绪干预（如认知重评）或营造错误管理文化来消除羞耻的负面影响。

原创性/价值

这项研究增进了我们对典型的令人羞耻的款待工作环境（例如服务失败）中一种强大但未被充分研究的情感体验、羞耻感的理解。羞耻与对客户服务和错误报告的承诺有关。此外，行业任期已被确定为边界条件，以帮助澄清先前关于羞耻的适应性/适应不良性质的不一致发现。