Experience of shame in service failure context among restaurant frontline employees: does industry tenure matter?

Purpose The purpose of this paper is to integrate tenets from the appraisal-based model self-conscious emotions and compass shame theory examine restaurant frontline employees’ experience following service failures, how influences job attitude behaviors. In addition, industry tenure identified as an individual factor influencing impacts in resorting literature on aging emotion regulation. Design/methodology/approach Using a survey methodology, 217 employees their supervisors Turkey provided data. Partial least squares (PLS) method using SmartPLS 3.3.3 was used for data analysis. Findings results indicated maladaptive nature failures salient emotion, it negatively related employee outcomes. Moreover, played moderating role that commitment customer service. Practical implications Managers should attend depending adopt appropriate intervention (e.g. cognitive reappraisal) or create error management culture eliminate negative effects shame. Originality/value This study advances our understanding powerful but understudied emotional experience, shame, typical shame-eliciting hospitality work setting failures). Shame has been linked with reporting. boundary condition help clarify previous inconsistent findings regard adaptive/maladaptive