How Does External Environment Affect Individual Service Innovation Performance? Empirical Evidence from The Tourism and Hospitality Industry

[Purpose] This study investigates the internal and external factors determining individual service innovation performance in the tourism and hospitality industry (T&H). The research gives decision-makers insights into the external environmental factors that can promote individual innovation. Internal environmental factors, knowledge sharing, and information literacy are vital in this process. [Design/methodology/approach] This study adopts a quantitative methodology by collecting the data from questionnaires of mid- and high-level management in high-star hotels in China. CB-SEM methodology is used to test the research hypotheses and model. [Findings] The study results support the proposed model that the external environmental factors of technological turbulence and market turbulence can positively affect individual service innovation performance through the chain-mediating effect of the internal environmental factors of information literacy and knowledge sharing. [Originality/value] Based on the resource-based view (RBV), the knowledge-based view (KBV) and contingency theory, this study proposes a research paradigm of "external environment-individual-innovation performance" and a novel chain mediation model, which confirms the complementarity of the three theories. The results provide operative solutions for innovation decision makers and management of T&H firms on ways to promote individual innovative service innovation performance by utilizing the external environment turbulence factors.