Service Innovation Behavior Research Articles

Mired in tasks: how daily workplace multitasking shapes employee service innovation behavior

Purpose Drawing on conservation of resources theory, this paper aims to propose that daily multitasking increases employees’ daily role pressure, ultimately hindering their service innovation behavior. Furthermore, we suggest that trait mindfulness may mitigate this negative impact. Design/methodology/approach To empirically test the study hypotheses, this paper conducted a multilevel diary field study, collecting data from 64 employees over 10 working days to comprehensively validate the theoretical model. Findings The findings indicate that daily multitasking indirectly reduces daily service innovation behavior by increasing employee role pressure. Notably, this indirect effect is more pronounced among employees with lower trait mindfulness, while it is less significant for those with higher trait mindfulness. Practical implications Hotels should manage multitasking, reduce employee stress and promote service innovation by optimizing task allocation and redesigning work processes. Additionally, hotel management should adopt a multifaceted and innovative approach to foster mindfulness traits. Originality/value This study contributes to the literature on multitasking and innovation by examining how and when daily multitasking influences employee service innovation behavior.

Understanding the role of exploitative leadership in inhibiting service innovative behavior: a moderated mediation model

Purpose The purpose of this study was to investigate how and when exploitative leadership hinders hospitality employees’ service innovative behavior. Based on the conservation of resource theory, the authors examined the mediating role of relational energy and the moderating impact of sensitivity to interpersonal mistreatment on this relationship. Design/methodology/approach Two-wave data collection from 54 hotel leaders and 266 subordinates in China resulted in 266 supervisor–subordinate matched data sets. Structural equation modeling analyses were used for data analysis. Findings Exploitative leadership is negatively related to hospitality employees’ service innovative behavior via diminished employee relational energy. Furthermore, employees with high sensitivity to interpersonal mistreatment experience intensified negative impact of exploitative leadership on relational energy and subsequent service innovation behavior. Research limitations/implications Hotel management must recognize and mitigate the effects of exploitative leadership to foster an environment conducive to service innovation. In addition, hotel managers should be attuned to the employees’ relational energy, recognizing its essential role in driving innovative behavior. Originality/value This research contributes insights into how exploitative leadership style impedes employee service innovation behavior. It further illuminates the role of relational energy as a critical mediator in this relationship.

Green inclusive leadership and hospitality employees’ green service innovative behavior in the Chinese hospitality context: The roles of basic psychological needs and employee traditionality

With the Chinese hospitality industry’s continuous emphasis on environmental sustainability and meeting customers’ needs for eco-friendly services, how to motivate employees to implement green service innovative behaviors has become an important topic in the hospitality sector. Based on self-determination theory, this study investigates the motivational path that green inclusive leadership affects hospitality employees’ green service innovation behavior through the satisfaction of basic psychological needs and further verifies the moderating effect of employees’ traditionality in the Chinese hospitality context. Using a three-wave longitudinal design, we collected data from 367 full-time hospitality employees in 11 Chinese hotels. The results demonstrated that green inclusive leadership is positively associated with green service innovative behavior, mediated by the satisfaction of their basic psychological needs. Additionally, we confirmed that employee traditionality weakened the impact of green inclusive leadership on hospitality employees’ green service innovative behavior through basic psychological needs satisfaction (at least for the satisfaction of autonomy and competence needs).

Authentic leadership – a source of tacit knowledge sharing and career competence in service sector

PurposeThis study aimed to examine the correlation between authentic leadership and career competence, exploring the mediating roles of tacit knowledge sharing and employee service innovative behavior.Design/methodology/approachData were collected using convenience sampling and a time-lagged design from the Pakistani banking sector. The time-lagged design was employed to gather data at two different points in time. SPSS statistical software was used for descriptive analysis, and hypotheses were tested using Mplus.FindingsThe results demonstrate that authentic leadership has a significant positive impact on tacit knowledge sharing. This knowledge sharing, in turn, positively impacts employee service innovative behavior, which subsequently enhances career competence. Furthermore, tacit knowledge sharing mediates the relationship between authentic leadership and employee service innovative behavior.Social implicationsThis study has social implications for organizations aiming to align their inclusive goals with societal needs. The findings can help foster a culture of knowledge sharing, thereby contributing to societal innovation.Originality/valueThis study provides valuable insights into how authentic leadership contributes to career competence, thus enriching the existing literature on this topic.

The Impact of Five-star Hotel Service Employees’ Perception of Organizational Support(POS) on Service Innovation Behavior - Mediating Effect of Organizational Attachment -

The Impact of Five-star Hotel Service Employees’ Perception of Organizational Support(POS) on Service Innovation Behavior - Mediating Effect of Organizational Attachment -

The influence of employees’ work-related use of social media on their service innovation behavior: the SOR paradigm

PurposeThe primary objective of this investigation was to explore how employees’ utilization of social media for work-related purposes impacts their service innovation behavior, both directly and through the intermediary mechanisms of knowledge management and employees’ risk-taking.Design/methodology/approachIn developing its conceptual framework, this study has drawn upon the stimulus-organism-response (SOR) theory. To test its hypotheses, this study has surveyed 241 financial analysts from ten Iranian financial companies and has employed variance-based structural equation modeling (specifically, PLS-SEM) with the assistance of “WarpPLS 8.0 software.”FindingsThe findings revealed that employees’ work-related use of social media positively influences their service innovation behavior using knowledge management, encompassing knowledge sharing and acquisition capability as well as employee risk-taking. However, this influence is not directly significant.Originality/valueTo the best of our knowledge, this study marks the first instance in which the effect of work-related use of social media on employee service innovation behavior directly and through the mediating roles of knowledge management and risk-taking has been investigated through the lens of the SOR paradigm, especially in the financial sector.

Enhancing green service innovation behavior through green involvement: the role of information technology adoption

Purpose Developing green innovative services is critical to the restaurant industry to achieve significant benefits as well as environmental sustainability. This study aims to explore the mechanisms through which employees’ green involvement can foster green service innovation behavior.Design/methodology/approach The data set garnered from employees who worked in restaurants was used to test these mechanisms. A partial least square technique was conducted on this data set.Findings The results revealed the employees’ green involvement significantly influences their green service innovation intention, which subsequently influences their green service innovation behavior. Furthermore, information technology (IT) adoption was found to fortify the linkage of employee green involvement with green service innovation intention.Practical implications The results suggest to the restaurant industry that awareness of green service innovation and IT adoption practices can help restaurants to develop effective sustainability work practices and meet societal expectations.Originality/value This study extends the restaurant management literature by linking the green involvement of restaurant employees to green service innovation intention as well as identifying the moderating role of IT adoption underlying this link.

THE INFLUENCE OF SERVANT LEADERSHIP ON SERVICE INNOVATION BEHAVIOR THROUGH TRUST AND JOB CRAFTING AS A MEDIATOR AT BANK MANDIRI IN THE SOLO CITY AREA

This research aims to examine the influence of servant leadership on service innovation behavior through trust and job crafting as mediators. This research involved Bank Mandiri employees in the Solo City area. A population of 435 employees and a research sample of 385 were used as the research sample. Data analysis uses Partial Least Squares-Structural Equation Modeling (PLS-SEM) to determine the relationship between variables. The research results show that: 1) Servant leadership significant positive effect on SIB; 2) Servant leadership significant positive effect on trust; 3) Servant leadership significant positive effect on job crafting;4) Servant leadership through trusthas no effect on SIB; 5) Servant leadership through job crafting significant positive effect on SIB; and 6) Servant leadership through trust andjob crafting positive effect on SIB. R2 value for the variable job craftingas big as0.139, on variables confidence of 0.258,and the SIB variable is 0.447. As for value Q2 in this research show that the variable value of job crafting, trust, and service innovation behavior is Q2> 0 so that the accuracy of the path model prediction is acceptable. Mark SRMR 0.092 in this study shows well-fitting modelso it is suitable for use in hypothesis testing.

How and why does inner resignation (quiet quitting) impact service innovation behavior? A moderator role of ethical leadership

How and why does inner resignation (quiet quitting) impact service innovation behavior? A moderator role of ethical leadership

조직냉소주의와 서비스 혁신행동 간의 관계에서 임파워링 리더십의 조절역할 연구: 항공사 승무원을 중심으로

조직냉소주의와 서비스 혁신행동 간의 관계에서 임파워링 리더십의 조절역할 연구: 항공사 승무원을 중심으로

Structural Modeling Analysis of Public Service Motivation on Civil Servants' Performance through Innovative Behavior

Efforts to improve the performance of civil servants (ASN) continue to be made, one of which is through research to address this issue. This has been carried out by many researchers in various countries and regions in Indonesia. However, research focused on the performance of civil servants in the South Sulawesi Provincial Government is still limited. Therefore, the researcher conducted a study by developing a research model aimed at analyzing the direct influence of public service motivation on innovative behavior, analyzing the direct influence of public service motivation and innovative behavior on civil servant performance, and analyzing the indirect influence of public service motivation on civil servant performance through innovative behavior. The research design is a survey with a quantitative research approach. This study was conducted within the Regional Government Organizations in the South Sulawesi Provincial Government, located in Makassar City. The population of this study includes all civil servants (ASN) within the South Sulawesi Provincial Government in 2021, totaling 22,956 individuals. To determine the sample size from a population to be studied, the Taro Yamane or Slovin (15) formula was used with a precision of 10% and a confidence level of 90%, resulting in a sample size of 100 individuals. The sample selection process utilized purposive sampling. The data analysis technique used in this study is Structural Equation Modeling (SEM) with the AMOS application. The research results have proven a positive and significant influence of public service motivation on the innovative behavior of civil servants. Additionally, innovative behavior significantly impacts civil servant performance. An interesting finding from the research indicates that public service motivation, when considered directly, has less impact on improving civil servant performance. However, it does have an indirect impact on performance when mediated by the variable of innovative behavior. The novelty of this research lies in the discovery of a new approach to enhancing the performance of civil servants (ASN). It emphasizes the crucial role of innovative behavior as a mediator between public service motivation and the performance of civil servants, especially within the Regional Government Organizations in the South Sulawesi Provincial Government.

Impact of knowledge‐oriented leadership on innovative behavior, and employee satisfaction: The mediating role of knowledge‐centered culture for sustainable workplace

AbstractKnowledge‐oriented leadership phenomenon has captured the interest of scholars and industry leaders given its positive impact on sustainable organizational and employees outcomes. By drawing on affective event theory, this research explores the role of knowledge‐oriented leadership on knowledge‐centered culture, service innovative behavior and employees' job satisfaction and the mediating role of knowledge‐centered culture. The proposed model and hypotheses were tested using survey data gathered from 456 hotels and travel agencies employees in Jordan. The analysis was conducted using the contemporary structural equation modeling modus operandi, the partial least squares. The findings confirm that knowledge‐oriented leadership promotes knowledge‐centered culture in organizations, which in turn, promotes employees' job satisfaction and service innovative behavior. Knowledge‐centered culture concurrently mediates the path linking knowledge‐oriented leadership to job satisfaction and innovative behavior, respectively. The literature is devoid of scholarly work on the impact of knowledge‐oriented leadership and knowledge‐centered culture on employee outcomes in the tourism and hospitality industry context. This study being among the first to contribute to the literature from a developing country's perspective, prescribes empirical evidence, that knowledge‐oriented leadership promotes a knowledge‐centered culture in organizations, which subsequently leads to increased job satisfaction and service innovation. Furthermore, this study provides practical implications for organizations looking to promote a knowledge‐centered culture and enhance their employees' job satisfaction and service innovation.

Linking person–job fit and intrinsic motivation to salespeople’s service innovative behavior

PurposeDrawing from conservation of resources (COR) and regulatory fit theories, this paper aims to propose and examine moderated mediation model of service innovative behavior among salespeople.Design/methodology/approachThe hypothesized links were gauged based on time-lagged and multiple sources of data collected from salespeople and their supervisors in a large-scale multi-brand retail firm.FindingsThe hypothesized relationships were confirmed, and the moderated mediation model proposed in this paper was viable. Results suggest that person–job (P-J) fit boosts salespeople’s service innovative behavior, and intrinsic motivation (INTMOT) mediates this relationship. Promotion focus strengthens the positive influence of P-J fit on salespeople’s INTMOT. More importantly, promotion focus moderates the indirect positive link between P-J fit and service innovative behavior through INTMOT.Originality/valueThis research enhances the current knowledge by assessing promotion focus as a moderator of the impact of P-J fit on service innovative behavior via INTMOT among salespeople. To the best of the authors’ knowledge, there is no established research examining the abovementioned links in the sales literature.

How Do Normative Public Values Promote Service Innovative Behavior in Public Organizations: The Roles of Felt Responsibility for Change and Responsible Leadership

Innovating public services contributes to enhancing citizen satisfaction and trust in public organizations. The aim of our research is to unravel how and when public sector employees’ perceptions of normative public values shape their service innovative behavior. The data were gathered from 572 employees and 68 managers from local-level governments in an Asia-Pacific setting. The positive link was observed between employee perceptions of normative public values and their service innovative behavior. Felt responsibility for change mediated that relationship. Responsible leadership was found to interact with employee perceptions of normative public values to further promote service innovative behavior.

Ethical Leadership as a Determinant of Green Service Innovative Behavior and Competitive Advantage

Ethical Leadership as a Determinant of Green Service Innovative Behavior and Competitive Advantage

Job insecurity and survivor workplace behavior following COVID-19 layoff

PurposeThis study aims to investigate the impact of job insecurity (JI) on employee work performance (WP) and service innovation behavior (SIB). It further examines the mediating role of affective commitment (AC) and the moderating role of organizational cynicism and financial job dependence (FJD).Design/methodology/approachBy using a three-wave approach, the hypotheses were tested by collecting data from 473 full-time employees and their supervisors in the Thai hotel industry.FindingsThe results demonstrated that JI negatively affected WP and SIB. AC mediated these relationships. FJD moderated these relationships such that at high levels of job dependence, the negative relationships were weaker.Research limitations/implicationsHuman resource managers may reduce the negative effects of JI by creating a supportive and caring work environment through open communication. They may communicate openly with employees about the challenges the organization is facing, and involve them in planning, decision-making and implementation to mitigate the negative effects of JI. They may also provide training and development opportunities to help employees build their skills and increase their value to the organization.Originality/valueResearch on the behavioral consequences of JI is scant in the hospitality sector. Drawing on job–demand resource theory, this study attempts to fill this gap.

팀장의 양면적 리더십과 팀원의 잡 크래프팅, 자기효능감, 서비스 혁신행동간의 구조적 관계 : 항공사 객실승무원을 대상으로

This study established a hypothesis and empirically verified it to examine the effect of the ambidextrous leadership of the airline cabin team leader on the service innovation behavior of the cabin attendants. And it also examines in the relationship between the ambidextrous leadership, which is the interaction between exploratory and exploitatory leadership and the service innovation behavior, the mediating effect of job crafting and the moderated mediating effect of self-efficacy. The results of this study prove the importance of job crafting as a medium for ambidextrous leadership and service innovation behavior, and the importance of self-efficacy in increasing service innovation behavior through ambidextrous leadership mediating job crafting. Through these empirical analysis results, we intend to present useful implications that can promote service innovation behavior of cabin attendants.

Too sleepy to be innovative? Ethical leadership and employee service innovation behavior: A dual-path model moderated by sleep quality

This research explores the association of ethical leadership with employee service innovation behavior through a moderated mediation model. Theorizing on uncertainty reduction theory, we explore psychological ownership and creative self-efficacy as the underlying psychological mechanisms in the association between ethical leadership and employee service innovation behavior while considering the moderating role of sleep quality. We tested our theoretical model in two studies involving hospitality sector employees in the United States. Study 1 employed a three-wave (two-week period) time-lagged design (N = 237), and Study 2 used a two-wave (four-week period) survey design (N = 313). The findings suggest that workers’ psychological ownership and creative self-efficacy mediate the association between ethical leadership and employee service innovation behavior. In addition, sleep quality functions as an important boundary condition of the association between creative self-efficacy and service innovation behavior. Our research has important implications for understanding the impact of ethical leadership on important employee outcomes while considering the boundary condition role of employee sleep quality. The limitations of the study and future research directions are discussed.

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

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.

The Role of Relative Deprivation and Attribution Style in the Relationship between Organizational Fairness and Employees' Service Innovation Behavior.

The basis of organizational innovation is employee innovation, which is of great significance for organizations to gain a competitive advantage. At present, the research on the influencing factors of employee service innovation behavior is increasing. This study, based on the social cognitive theory, with relative deprivation as the mediator and attribution style as the moderator, explores the mechanism of the effect of organizational fairness on employee service innovation behavior. Taking 342 employees of service-oriented enterprises as the subjects of investigation, this paper empirically tests the theoretical model by using Amos and SPSS. The results indicated the following, organizational fairness was positively related to employees' service innovation behavior. Relative deprivation partially mediated the relationship between organizational fairness and service innovation behavior. An external attribution style positively moderated the relationship between relative deprivation and employee service innovation behavior. An external attribution style also positively moderated the mediation effect of the relationship between organizational fairness and service innovation behavior. The internal attribution style negatively moderated the relationship between relative deprivation and employee service innovation behavior. The internal attribution style also negatively moderated the mediation effect of the relationship between organizational fairness and service innovation behavior. The conclusion of this study has managerial implications on how to promote employee service innovation behavior in service-oriented enterprises.