The Role of Error Management Culture and Leadership on Failures and Recovery in Services This study aims to establish the relationship between the leader behavioral integrity and the service recovery of the employees in services, considering also the influence of the error management culture and job satisfaction. An online questionnaire was directed to Portuguese service workers and a sample of 142 responses was collected. Data were analyzed by means of the software tool SmartPLS 3.0, and structural equations analysis was conducted. The study verified four of the seven hypotheses of the research. An important contribution of this research was the conclusion that the error management culture is a mediator of the relationship between leader behavioral integrity and the service error recovery performance of the employees, a relationship that has not yet been tested in the literature.

How BPM Impacts Jobs: An Exploratory Field Study Despite frequent allusions to the importance of change management and employee commitment in Business Process Management (BPM) initiatives, academics in this domain have so far failed to analyse how exactly employees perceive and experience these initiatives. Since we know BPM has an impact on employees, it is important for managers that are guiding process related change initiatives or leading people working in process oriented jobs to be aware of this impact and its consequences, as leaders play a crucial role in strategy based change initiatives. This paper aims to explore the employeeu0027s experiences with and perceptions of BPM, and whether these correspond to BPM expertsu0027 visions on BPM. Moreover, it constitutes a first test of a model that proposes an extra path through which BPM can increase the Organisational Performance: through Organisational Citizenship Behaviour. Results from eight case studies suggest a partial mismatch between the impact on employees that is generally claimed in literature and the reallife experiences of impacted employees, and reveal a potential for an increased beneficial impact of BPM.