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Service innovation in the hotel industry: culture, behavior, performance

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  • Sarvnaz Baradarani
  • Hasan Kilic

Abstract

The aim of this study is to focus on the service innovation culture (SIC) in the formation of frontline employees’ (FLE) innovation performance based on two fit theories. More specifically, the research evaluates and examines the mediating role of challenge-oriented citizenship behavior (COCB) and charged behavior in the aforementioned relationship. To test the hypotheses, two-step structural equation modeling with bootstrapping estimation was conducted in AMOS, using data from 215 full-time frontline hotel employees over a one-month time period. This study establishes that the development of a SIC is positively related to the innovation performance of FLE. Likewise, the results indicate that there is a partially mediating role for the COCB and expanded charged behavior (encompassing vitality and creative self-efficacy) of FLE in the relationship between SIC and innovation performance. The findings of this study highlight the need for managers to incorporate a secure and trusting work environment so FLE will eagerly participate in the service innovation process by voicing their novel ideas. Managers can also consider the significance of the employee selection procedures and take advantage of employing university graduate for frontline service jobs.

Suggested Citation

  • Sarvnaz Baradarani & Hasan Kilic, 2018. "Service innovation in the hotel industry: culture, behavior, performance," The Service Industries Journal, Taylor & Francis Journals, vol. 38(13-14), pages 897-924, October.
    • Handle: RePEc:taf:servic:v:38:y:2018:i:13-14:p:897-924
    DOI: 10.1080/02642069.2017.1420172
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    Cited by:

    1. Jalal Rajeh Hanaysha, 2021. "An Examination of Innovation Capabilities and Corporate Reputation in Banking Sector," Jindal Journal of Business Research, , vol. 10(2), pages 199-213, December.
    2. Cem Işık & Ekrem Aydın & Tarik Dogru & Abdul Rehman & Ercan Sirakaya-Turk & Deniz Karagöz, 2022. "Innovation Research in Tourism and Hospitality Field: A Bibliometric and Visualization Analysis," Sustainability, MDPI, vol. 14(13), pages 1-21, June.
    3. de Jong, Ad & Schepers, Jeroen J.L. & Lages, Cristiana R. & Kadić-Maglajlić, Selma, 2021. "The role of the service manager’s perceived career success in frontline employees’ learning processes and service improvement," Journal of Business Research, Elsevier, vol. 134(C), pages 601-617.
    4. Ozlem Uzunsaf Yamak & Serife Zihni Eyupoglu, 2021. "Authentic Leadership and Service Innovative Behavior: Mediating Role of Proactive Personality," SAGE Open, , vol. 11(1), pages 21582440219, January.
    5. Krzysztof Borodako & Jadwiga Berbeka & Michał Rudnicki, 2021. "Innovation Orientation in Business Services," Books, Edward Elgar Publishing, number 19897.
    6. Kwang-Ho Lee & Sunghyup Sean Hyun & Haeik Park & Kwangyong Kim, 2020. "The Antecedents and Consequences of Psychological Safety in Airline Firms: Focusing on High-Quality Interpersonal Relationships," IJERPH, MDPI, vol. 17(7), pages 1-19, March.

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