A Two-Path Moderated Mediation Model of Customer-Driven Service Innovation

IF 3.4 4区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Cornell Hospitality Quarterly Pub Date : 2023-03-28 DOI:10.1177/19389655231161182
F. Xu, E. Ma, Yun Zhang
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引用次数: 1

Abstract

This study proposes a moderated mediation model of customer-driven hotel employee service innovations. Building on social exchange and social identity theories, we suggest that positive customer–employee exchanges influence employees’ service innovations via direct and indirect paths. While the reciprocal nature of social exchanges was used to explain the direct path from customer–employee exchange to employees’ service innovation, social identity theory was used to explain the indirect path whereby customers’ inputs shape employees’ creative role identities, thus fostering innovation behaviors. The study further tests how organization openness serves as a boundary condition, and the results support the moderating role of organization openness, suggesting that while positive customer–employee exchanges help shape employees’ self-identification (as being creative) and trigger employees’ service innovation, an open organization encourages employees to actively engage in service innovations.
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顾客驱动服务创新的双路径调节中介模型
本研究提出了一个由客户驱动的酒店员工服务创新的适度中介模型。基于社会交流和社会认同理论,我们认为积极的客户-员工交流通过直接和间接的途径影响员工的服务创新。社会交流的互惠性被用来解释从客户-员工交流到员工服务创新的直接路径,而社会认同理论被用来解释客户的投入塑造员工创造性角色认同从而促进创新行为的间接路径。该研究进一步检验了组织开放性如何作为边界条件,结果支持组织开放性的调节作用,表明积极的客户-员工交流有助于塑造员工的自我认同(创造性)并引发员工的服务创新,开放的组织鼓励员工积极参与服务创新。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
8.50
自引率
2.90%
发文量
17
期刊介绍: Cornell Hospitality Quarterly (CQ) publishes research in all business disciplines that contribute to management practice in the hospitality and tourism industries. Like the hospitality industry itself, the editorial content of CQ is broad, including topics in strategic management, consumer behavior, marketing, financial management, real-estate, accounting, operations management, planning and design, human resources management, applied economics, information technology, international development, communications, travel and tourism, and more general management. The audience is academics, hospitality managers, developers, consultants, investors, and students.
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