Strategic perspective of error management, the role of leadership, and an error management culture: a mediation model
Keywords:
Error management, Leadership, Organizational culture error managementAbstract
PurposeErrors are inevitable, resulting from the human condition itself, system failures and the interaction of both. It is essential to know how to deal with their occurrence, managing them. However, the negative tone associated with them makes it difficult for most organizations to talk about mistakes clearly and transparently, for fear of being harmed, preventing their detection, treatment and recovery. Consequently, errors are not managed, remaining accumulated in the system, turning into successive failures. Organizations need to recognize the inevitability of errors, making the system robust, through leadership and an organizational culture of error management. This study aims to understand the role of these influencing variables in an error management approach.
Design/methodology/approachIn this paper methodology of a quantitative nature based on a questionnaire survey that analyses error management, leadership and the organizational culture of error management of 380 workers in Portuguese companies.
FindingsThe results demonstrate that leadership directly influences error management and indirectly through the organizational culture of error management, giving this last variable a mediating role.
Originality/valueThe study covers companies from different sectors of activity on a topic that is little explored in Portugal, but part of the daily life of organizations, which should deserve greater attention from directors and managers, as they assume a privileged position to promote and develop error management mechanisms. Error management must be the daily work of leaders. This study contributes to theoretical knowledge and business practice on error management.
Downloads
References
Akgün, A.E., Keskin, H., Gölgeci, I. and Özerden, S.S. (2021), “Error management in new product development teams”, Technology Analysis and Strategic Management. doi: 10.1080/09537325.2021.1950674.
Arbuckle, J.L. (2014), IBM® Amos TM 23 User’s Guide, Amos Development Corporation, Chicago.
Avolio, B.J. and Gardner, W.L. (2005), “Authentic leadership development: getting to the root of positive forms of leadership”, Leadership Quarterly, Vol. 16 No. 3, pp. 315-338, doi: 10.1016/j.leaqua.2005.03.001.
Bass, B.M. and Avolio, B.J. (1994), Improving Organizational Effectiveness through Transformational Leadership, Sage Publications, Thousand Oaks.
Bauer, J. and Mulder, R.H. (2013), “Engagement in learning after errors at work: enabling conditions and types of engagement”, Journal of Education and Work, Vol. 26 No. 1, pp. 99-119, doi: 10.1080/13639080.2011.573776.
Block, L. (2003), “The leadership-culture connection: an exploratory investigation”, Leadership and Organization Development Journal, Vol. 24 No. 6, pp. 318-334, doi: 10.1108/01437730310494293.
Cannon, M.D. and Edmondson, A.C. (2005), “Failing to learn and learning to fail (intelligently): how great organizations put failure to work to innovate and improve”, Long Range Planning, Vol. 38, pp. 299-319, doi: 10.1016/j.lrp.2005.04.005.
Cigularov, K.P., Chen, P.Y. and Rosecrance, J. (2010), “The effects of error management climate and safety communication on safety: a multi-level study”, Accident Analysis and Prevention, Vol. 42 No. 5, pp. 1498-1506, doi: 10.1016/j.aap.2010.01.003.
Cusin, J. and Goujon-Belghit, A. (2019), “Error reframing: studying the promotion of an error management culture”, European Journal of Work and Organizational Psychology, Vol. 28 No. 4, pp. 510-524, doi: 10.1080/1359432X.2019.1623786.
Dahlin, K.B., Chuang, Y.T. and Roulet, T.J. (2018), “Opportunity, motivation, and ability to learn from failures and errors: review, synthesis, and ways to move forward”, Academy of Management Annals, Vol. 12 No. 1, pp. 252-277, doi: 10.5465/annals.2016.0049.
Deng, D.S., Kim, H.J., Min, H. and Murray, J.C. (2022), “Error aversion versus error management: does organizational error culture affect employees’ Customer Orientation?”, Journal of Hospitality and Tourism Research, Vol. 46 No. 5, pp. 1-26, doi: 10.1177/10963480221088526.
Dimitrova, N.G., Van Hooft, E.A.J., Van Dyck, C. and Groenewegen, P. (2017), “Behind the wheel: what drives the effects of error handling?”, Journal of Social Psychology, Vol. 157 No. 6, pp. 658-672, doi: 10.1080/00224545.2016.1270891.
Edmondson, A. (2004), “Learning from mistakes is easier said than done: group and organizational influences on the detection and correction of human error”, Journal of Applied Behavioral Science, Vol. 40 No. 1, pp. 66-90, doi: 10.1177/0021886396321001.
Farnese, M.L., Zaghini, F., Caruso, R., Fida, R., Romagnoli, M. and Sili, A. (2019), “Managing care errors in the wards: the contribution of authentic leadership and error management culture”, Leadership and Organization Development Journal, Vol. 40 No. 1, pp. 17-30, doi: 10.1108/LODJ-04-2018-0152.
Frese, M. and Keith, N. (2015), “Action errors, error management, and learning in organizations”, Annual Review of Psychology, Vol. 66, pp. 661-687, doi: 10.1146/annurev-psych-010814-015205.
Gelfand, M.J., Frese, M. and Salmon, E. (2011), “Cultural influences on errors: prevention, detection, and management”, in Hofmann, D.A. and Frese, M. (Eds), Errors in Organizations, Routledge, New York, NY, pp. 273-315.
Göktürk, S., Bozoglu, O. and Günçavdi, G. (2017), “Error management practices interacting with national and organizational culture: the case of two state university departments in Turkey”, The Learning Organization, Vol. 24 No. 4, pp. 245-256, doi: 10.1108/TLO-07-206-0041.
Gold, A., Gronewold, U. and Salterio, S.E. (2013), “Error management in audit firms: error climate, type, and originator”, The Accounting Review, Vol. 89 No. 1, pp. 303-330, doi: 10.2308/accr-50592.
Gronewold, U., Gold, A. and Salterio, S.E. (2013), “Reporting self-made errors: the impact of organizational error-management climate and error type”, Journal of Business Ethics, Vol. 117 No. 1, pp. 189-208.
Guchait, P., Simons, T. and Pasamehmetoglu, A. (2016), “Error recovery performance: the impact of leader behavioral integrity and job satisfaction”, Cornell Hospitality Quarterly, Vol. 57 No. 2, pp. 150-161, doi: 10.1177/1938965515613858.
Guchait, P., Zhao, X., Madera, J., Hua, N. and Okumus, F. (2018), “Can error management culture increase work engagement in hotels? The moderating role of gender”, Service Business, Vol. 12, pp. 757-778, doi: 10.1007/s11628-018-0374-9.
Hair, J.F., Black, W.C., Babin, B.J. and Anderson, R.E. (2014), Multivariate Data Analysis, 7th ed., Pearson, Edinburgh.
Hernández, Y.G. and Galvis, J.F.R. (2021), “Innovation and patents as a business success factor”, Journal of Economics, Finance and Administrative Science, Vol. 26 No. 51, pp. 143-159, doi: 10.1108/JEFAS-09-2019-0218.
Hofmann, D.A. and Frese, M. (2011), Errors in Organizations, Routledge, New York, NY.
Homsma, G.J., van Dyck, C., De Gilder, T.C., Koopman, P.L. and Elfring, T. (2009), “Learning from error: the influence of error incident characteristics”, Journal of Business Research, Vol. 62 No. 1, pp. 115-122, doi: 10.1016/j.jbusres.2007.12.003.
House, R.J., Hanges, P.J., Javidan, M., Dorfman, P.W. and Gupta, V. (2004), Cultures, Leadership and Organizations: The GLOBE Study of 62 Societies, Sage Publications, Thousand Oaks.
Judge, T.A., Woolf, E.F., Hurst, C. and Livingston, B.A. (2008), “Leadership”, in Cooper, C.L. and Barling, J. (Eds), Handbook of Organizational Behavior, Sage Publications, London, pp. 334-352.
Jung, H.S. and Yoon, H.H. (2017), “Error management culture and turnover intent among food and beverage employees in deluxe hotels: the mediating effect of job satisfaction”, Service Business, Vol. 11 No. 4, pp. 785-802, doi: 10.1007/s11628-016-0330-5.
Kanse, L., van der Schaaf, T., Vrijland, N.D. and van Mierlo, H. (2005), “Comparing two approaches to failure recovery: medication preparation versus chemical plants”, ACM International Conference Proceeding Series, Technical University of Chania, Chania, pp. 183-189.
Keith, N. and Frese, M. (2008), “Effectiveness of error management training: a meta-analysis”, Journal of Applied Psychology, Vol. 93 No. 1, pp. 59-69, doi: 10.1037/0021-9010.93.1.59.
Kline, R.B. (2016), Principles and Practice of Structural Equation Modeling, Guilford Press, New York, NY.
Koc, E. (2013), “Power distance and its implications for upward communication and empowerment: crisis management and recovery in hospitality services”, The International Journal of Human Resource Management, Vol. 24 No. 19, pp. 3681-3696, doi: 10.1080/09585192.2013.778319.
Kouzes, J.M. and Posner, B.Z. (2003), O desafio da liderança, Elsevier, Rio de Janeiro.
Love, P.E.D. and Smith, J. (2016), “Error management: implications for construction”, Costruction Innovation, Vol. 16 No. 4, pp. 418-424, doi: 10.1108/CI-01-2016-0001.
Marôco, J. (2014), Análise de equações estruturais: fundamentos teóricos, software and aplicações, 2nd ed., ReportNumber, Lisboa.
Matthews, J., Love, P.E.D., Ika, L.A. and Fang, W. (2022), “Error aversion or management? Exploring the impact of culture at the sharp-end of production in a mega-project”, Developments in the Built Environment, Vol. 10, 100074, doi: 10.1016/j.dibe.2022.100074.
Maurer, T.J., Hartnell, C.A. and Lippstreu, M. (2017), “A model of leadership motivations, error management culture, leadership capacity, and career success”, Journal of Occupational and Organizational Psychology, Vol. 90 No. 4, pp. 481-507.
Nielsen, M.B., Eid, J., Mearns, K. and Larsson, G. (2013), “Authentic leadership and its relationship with risk perception and safety climate”, Leadership and Organization Development Journal, Vol. 34 No. 4, pp. 308-325, doi: 10.1108/LODJ-07-2011-0065.
Oliveira, M., Rodrigues, S., Santos, E., Miguel, I. (2020), “Relationship marketing through error management and organisational performance: does it matter?”, in Thaichon, P. and Ratten, V. (Eds), Transforming Relationship Marketing: Strategies and Business Models in the Digital Age, Routledge, Taylor & Francis Group, New York, NY, pp. 117-135.
Panda, D.K. (2022), “Impact of organizational culture on strategic planning”, Management Decision, Vol. 60 No. 5, pp. 1349-1368, doi: 10.1108/MD-10-2020-1375.
Parry, A.M., Barriball, K.L. and While, A.E. (2015), “Factors contributing to registered nurse medication administration error: a narrative review”, International Journal of Nursing Studies, Vol. 52 No. 1, pp. 403-420, doi: 10.1016/j.ijnurstu.2014.07.003.
Ramanujam, R. and Goodman, P.S. (2003), “Latent errors and adverse organizational consequences: a conceptualization”, Journal of Organizational Behavior, Vol. 24, pp. 815-836, doi: 10.1002/job.218.
Reason, J. (2000), “Human error: models and management”, British Medical Journal, Vol. 320, pp. 768-770, doi: 10.1136/bmj.320.7237.768.
Rochlin, G.I. (1999), “Safe operation as a social construct”, Ergonomics, Vol. 42, pp. 1549-1560, doi: 10.1080/001401399184884.
Rodriguez, M.A. and Griffin, M.A. (2009), “From error prevention to error learning: the role of error management in global leadership”, in Mobley, W.H., Wang, Y. and Li, M. (Eds), Advances in Global Leadership, Emerald Group Publishing, Bingley, Vol. 5, pp. 93-112, doi: 10.1108/S1535-1203(2009)0000005008.
Salas, E., Burke, C.S. and Stagl, K.C. (2004), “Developing teams and team leaders: strategies and principles”, in Day, D., Zaccaro, S.J. and Halpin, S.M. (Eds), Leader Development for Transforming Organizations, Lawrence Erlbaum Associates, Mahwah, NJ, pp. 325-355.
Schein, E.H. (2004), Organizational Culture and Leadership, 3rd ed., Jossey-Bass Publishers, San Francisco.
Swanson, S.R. and Hsu, M.K. (2011), “The effect of recovery locus attributions and service failure severity on word-of-mouth and repurchase behaviors in the hospitality industry”, Journal of Hospitality and Tourism Research, Vol. 35 No. 4, pp. 511-529, doi: 10.1177/1096348010382237.
van Dyck, C., Frese, M., Baer, M. and Sonnentag, S. (2005), “Organizational error management culture and its impact on performance: a two-study replication”, Journal of Applied Psychology, Vol. 90 No. 6, pp. 1228-1240, doi: 10.1037/0021-9010.90.6.1228.
Wang, X., Guchait, P., Madera, J.M. and Pasamehmetoğlu, A. (2018), “Is ‘do it right the first time’ necessarily right?: the importance of error management culture in the hospitality industry”, International Journal of Contemporary Hospitality Management, Vol. 30 No. 3, pp. 1398-1418, doi: 10.1108/IJCHM-01-2017-0038.
Wang, X., Guchait, P. and Pasamehmetoglu, A. (2020), “Anxiety and gratitude toward the organization: relationships with error management culture and service recovery performance”, International Journal of Hospitality Management, Vol. 89 No. 6, 102592, doi: 10.1016/j.ijhm.2020.102592.
Wilson, K.A., Burke, C.S., Priest, H.A. and Salas, E. (2005), “Promoting health care safety through training high reliability teams”, BMJ Quality and Safety, Vol. 14, pp. 303-309, doi: 10.1136/qshc.2004.010090.
Zhao, B. and Olivera, F. (2006), “Error reporting in organizations”, Academy of Management Review, Vol. 31 No. 4, pp. 1012-1030, doi: 10.5465/amr.2006.22528167
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Margarida Freitas Oliveira, Eulália Santos, Vanessa Ratten
This work is licensed under a Creative Commons Attribution 4.0 International License.
