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THE ARCHITECTURE OF HAPPINESS

MANAGING URBAN DISASTERS

HOMEWORKS - A NEW AMERICAN TOWNHOUSE

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.

In the previous chapters, I set out a conceptual model of trauma-informed servant leadership and discussed servant leadership supervision for working with burnout, compassion fatigue and secondary trauma in employees within trauma related health and social care settings. In this chapter, I further extend servant leadership to the peer support principle in trauma-informed approaches (Substance Abuse and Mental Health Services Administration, 2014). The first part of this chapter will examine peer support work (PSW) and report on the outcomes associated with it. Then, servant leadership will be discussed and used to operationalise the principle of peer support as set out in trauma-informed approaches. A servant leadership peer support approach is put forward with a theoretical basis. This theoretical model has been slightly changed from the previous servant leadership approaches discussed, in order to represent the PSW role more accurately. However, as discussed previously, it is not the characteristics of the Servant leadership (SL) model that define the approach, rather the philosophy and desire to serve first. In the last section of this chapter, Martha Griffin brings the characteristics of this model to life using her vast experience and discusses some of the potential challenges faced by peers in training and practice.

The purpose of this study is to draw on multiple streams analysis (MSA) and to investigate how policy change emerged from two inquiries into allegations of abusive hospital care in National Health Service (NHS) hospitals in the United Kingdom (UK) in the 1960s.

The methodology of this study is regarding a historical case study of two inquiries.

The Sans Everything and Ely inquiries had the same legal standing and terms of reference, but the second put psychiatric hospital reform on the agenda, while the first did not. The main factor making Ely rather than Sans Everything the turning point seems to have been concerned with “agency”, linked with a few key individuals.

A study of 1960s event necessarily relies heavily on documentary and archival sources, and cannot draw on interviews which are an important ingredient of many case studies.

The originality of the study is to examines inquiries, which have been largely neglected in MSA, despite their obvious potential role in placing issues on the agenda. Previous studies of MSA have devoted little attention to the ability of the media to provide the focus on “focusing events”.

This chapter introduces a metaphor—the house—and applies Habermas’ philosophy to examine the environment where knowledge production takes place. The analysis shows the dominance of “the systemic paradigm,” which is characterized by increased bureaucratization and commercialization. This paradigm has severe consequences for two core features of universities: the open-ended search for deeper understanding and the principle of autonomy. The chapter advances the idea of reclaiming the political dimension of the epistemic endeavor and presents a series of initiatives which help to advance tourism scholarship by non-conforming to the steering conditions of this paradigm and instead reclaiming the personal and subjective; promoting multiple knowledges; and building alternative platforms of knowledge production, cooperation, and dissemination.

This paper investigates whether error management orientation (EMO) of hospitality employees influence their service recovery performance (SRP) through self-efficacy.

In Study 1, data was collected from 161 hotel managers in the USA. In Study 2, data was collected from 215 restaurant employees in Turkey. Partial least squares (PLS) method using SmartPLS 3.3.3 was used for data analysis.

The results indicated that EMO of hospitality employees increases their self-efficacy beliefs which in turn enhance their SRP. The findings were consistent in both studies.

Hospitality organizations should consider assessing EMO of individuals when making selection decisions. These organizations should also consider providing error management training to employees to develop their EMO, improve error management skills and performance.

To the best of the author’s knowledge, this is the first study that focuses on EMO of hospitality managers and employees. Error orientation refers to how individuals cope with and how they think about errors at work. Errors are part of our work lives, and a positive orientation toward errors (i.e. EMO) can have a significant impact on individuals’ work attitudes, behaviors and performances. This is the first study that examines EMO as an important predictor of SRP. This study also makes a contribution by studying the mediating effect of self-efficacy to understand the underlying mechanism that links EMO with SRP.

This paper aims to examine how Malta seeks to reposition itself as a “cultural heritage” tourist destination. After pursuing an expansion in its tourist industry in the 1970s, by the 1990s a sense of crisis prevails, due to the realization that irreversible environmental degradation is damaging the islands with regard to both the cultural heritage and ecological environment. This case study of Malta focuses on the conditions that prompt a policy of environmental intervention. The paper shows how a policy of change results from three main factors: pressures brought from various stakeholders, the availability of funding, and a sense that failure to act will have serious detrimental consequences.

The paper gives an account of recent historical background to explain the case of Malta's tourism. Governmental policy documents, press articles, promotional tourist literature, interviews with experts, and relevant stakeholders in the cultural and educational sphere form the basis for the authors' interpretation.

Governmental policy of investment in the environment is subject to resistance to change due to inertia, the costs of intervention and opposition from entrenched business interests. The role of opinion leaders, pressure groups and of volunteer‐run environmental NGOs is critical in exerting pressure on the government to adopt a policy of intervention to safeguard the environment and heritage as well as providing expertise and constituting agencies to whom the government can entrust the implementation of environmental projects.

The case of Malta as a small nation state offers indications that are not easily transferable but which shows the role of different stakeholders in the implementation of a policy of change.

The present research offers insights into the generational stereotypical beliefs that different generations of nurses hold about the own and the other generations and the implications on the work floor.

This cross-sectional, exploratory study employs a cognitive mapping approach known as the repertory grid. The sample consisted of 15 Generation Y, 15 Generation X and 15 Baby Boomer nurses.

Beliefs of nurses about their own and the other generations direct social categorization and generational stereotypes of the in-group and out groups. These stereotypes mold nurses' beliefs and attitudes towards their coworkers and are enacted leading to self-fulfilling prophecies. Especially Generation Y and Baby Boomer nurses are negatively stereotyped and have their ways to deal with these negative stereotypes.

Nurses and their managers who hold generational stereotypes may unknowingly create cliques within an organization and adopt behaviors and expectations based on generational (self-) stereotypes. The author offers noteworthy insights for fostering intergenerational synergies amongst nurses, which are important since the level of interdependent relations amongst nurses required to provide care.

The present study moves away from the research about the typical characteristics of nurses across the generational workforce. Instead, mental models about how different generations of nurses construe their coworkers belonging to different generations including their own generation are drawn. Employing the repertory grid technique (RGT), an established method for uncovering people's personal and collective belief systems, the present study shows how generational stereotyping and self-stereotyping among nurses belonging to varying generational cohorts occurs and debates its implications.