The impact of service innovation behaviour on effective counseling delivery and psychological safety: The perspective of student-clients in Ghana

Abstract

Innovation is about creativity and the improvisation of new ways and techniques suited to the individual. Guidance and counseling are essential parts of teaching and learning in Ghana. Regarding guidance and counseling in schools, new ideas and creativity can help a country's technological, social, and economic growth. Therefore, this study sought to investigate the effect of the counselor's service innovation behavior on effective counseling delivery and the feeling of psychological safety of the student-client in Ghana. The study hypothesized that the University Counselors' service innovation behavior will more than likely impact students' satisfaction and feeling of psychological safety; students' satisfaction in counseling will significantly affect their feeling of psychological safety; the service innovation behavior of the counselors will significantly impact students' psychological safety through their feeling of satisfaction in counseling, and; There will be an interactive effect between Students' satisfaction in counseling and counselors' service innovation behavior and clients' psychological safety. This study employed a quantitative approach with a cross‐sectional research design. The respondents were engaged using purposive and convenience sampling techniques. The PLS-SEM analysis revealed that counselors' service innovation behavior significantly positively affects clients' satisfaction and psychological safety. The results and the implications of the study are further discussed below.