We found a match
Your institution may have access to this item. Find your institution then sign in to continue.
- Title
顾客授权行为对酒店员工服务创新的影响及作用机制.
- Authors
邓昕才; 韩 月; 李成雪; 郭功星
- Abstract
Recently, increasingly fierce competition among service enterprises and personalized customer demands has advanced new requirements for service innovation. As a source of innovative ideas and major executors of service innovation, the service innovation of frontline employees has attracted wide attention from both enterprises and academia. Existing studies on employee service innovation focus on personal, leadership, and internal organization factors, ignoring the possible influence of external organization factors such as the impact of customers on employee service innovation. Therefore, based on the conservation of resources theory, this study introduces thriving at work and perceived organizational support into the mechanism of the relationship between customer empowering behaviors and service innovation. Furthermore, it builds a three- stage moderated mediating model with thriving at work as the mediator and perceived organizational support as the moderator variable. In this study, we collected 373 paired data from frontline service employees and their direct supervisors in 3 waves to reduce common method variance. The research results show that customer empowering behaviors have a significant positive effect on employee service innovation, and perceived organizational support plays a positive moderating role in this process. Thriving at work partly mediates the relationship between customer empowering behaviors and employee service innovation. In addition, perceived organizational support not only has a positive moderating effect on the relationship between customer empowering behaviors and thriving at work but also further moderates the indirect effect of customer empowering behaviors on employee service innovation via thriving at work. That is, the higher perceived organizational support is, the stronger is the positive effect of customer empowering behaviors on service innovation via thriving at work. The theoretical contributions of the study are as follows. First, it extends the antecedents of employee service innovation from internal organizational factors to external organizational factors, which advances our knowledge on the relationship of customer empowering behaviors and employee service innovation. This study also broadens our understanding of the outcomes of customer empowering behaviors. Second, it reveals that thriving at work is a path to explain the relationship between customer empowering behaviors and employee service innovation from a conservation of resource theory perspective. Third, it examines perceived organizational support as a boundary condition enhancing the positive effects of customer empowering behaviors on thriving at work as well as employee service innovation. The significance of the study to practice is as follows. First, service enterprises should realize the important driving effect of customer empowering behaviors on employee service innovation. Enterprise managers should take appropriate measures to grant employees more freedom to make flexible decisions in the process of providing service to promote the generation of employee service innovation. Second, enterprises should pay attention to the influence of employees’work conditions on their service innovation, especially the conduction effect of thriving at work. Enterprise managers should create an environment or condition that can stimulate employees’thriving at work to help them stay energetic and continue to learn more professional knowledge and skills. Third, enterprises should establish greater organizational support to create conditions for customer empowering behaviors and employee service innovation, such as by establishing fair and reasonable management systems to improve employees’perception of organizational support from both the material and spiritual levels.
- Publication
Tourism Tribune / Lvyou Xuekan, 2022, Vol 37, Issue 11, p116
- ISSN
1002-5006
- Publication type
Academic Journal
- DOI
10.19765/j.cnki.1002-5006.2022.11.010