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Fostering Frontline Employees’ Innovative Service Behavior: The Role of Workplace Friendship and Knowledge Sharing Process

Author

Listed:
  • Helmy Irfan
  • Setyawati Harini Abrilia

    (Putra Bangsa Economics College, Department of Management, Kebumen, Indonesia)

  • Adawiyah Wiwiek Rabiatul

    (Jenderal Soedirman University, Faculty of Economics and Business, Purwokerto, Indonesia)

Abstract

Background and purpose: The hospitality industries need to create benevolent work environment and social activities that stimulate frontline service employees (FLEs) innovative behavior. Drawing on social capital theory, this study aims to examine the influence of workplace friendship on promoting FLEs’ innovative service behavior. This study also examines the mediating role of knowledge sharing process (knowledge collecting and knowledge donating) on the relationship between workplace friendship and FLEs’ innovative service behavior.

Suggested Citation

  • Helmy Irfan & Setyawati Harini Abrilia & Adawiyah Wiwiek Rabiatul, 2020. "Fostering Frontline Employees’ Innovative Service Behavior: The Role of Workplace Friendship and Knowledge Sharing Process," Organizacija, Sciendo, vol. 53(3), pages 185-197, August.
    • Handle: RePEc:vrs:organi:v:53:y:2020:i:3:p:185-197:n:1
    DOI: 10.2478/orga-2020-0012
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