The Role of Service Innovation and Work Engagement on Creativity and Training-Learning Effort

Abstract

ABSTRACT Service innovation is a critical phenomenon for the service industry. The purpose of this study is to reveal whether service innovation directly affects employee creativity and their training-learning efforts, as well as whether work engagement has a mediating role in this relationship. In the context of the study, SEM was applied to analyze data collected from food and beverage employees of 5-star hotels. The results of the study revealed that service innovation and work engagement affected employee creativity and their training-learning efforts positively. This study makes a significant and original contribution to the hospitality literature because it is a new study model in terms of revealing the mediating effect of work engagement on employee creativity and their training and learning efforts. Furthermore, the implementation of this model by hotels can increase the success of food and beverage departments in ensuring employee work engagement which has a direct effect on the customer satisfaction process.