Linking extroversion diversity to group service innovation among Chinese and Australian hospitality employees: The roles of adhocracy culture and creative role identity

ABSTRACT Understanding how extroversion diversity influences group service innovation helps hospitality firms achieve service excellence. We developed a multilevel model of the link between extroversion diversity and group service innovation and the mediation and moderation mechanisms underlying the direct relationship. We collected data from China and Australia. We utilized multilevel structural equation modeling for model validation. Results from both samples demonstrated that extroversion diversity was positively related to group service innovation. Creative role identity was a mediator between extroversion diversity and group service innovation. Chinese result showed that adhocracy culture positively moderated the link between creative role identity and group service innovation. However, adhocracy culture was not a moderator on such a link among Australian employees. Therefore, we advanced the stream of diversity innovation in the hospitality discipline and offer managers suggestion to improve service innovation among work groups by building group diversity via recruitment and trainings. 了解外向型多样性如何影响集团服务创新, 有助于酒店公司实现卓越服务. 我们开发了外向多样性和群体服务创新之间联系的多层次模型, 以及直接关系背后的中介和调节机制. 我们收集了来自中国和澳大利亚的数据. 我们利用多级结构方程建模进行模型验证. 两个样本的结果都表明, 外向多样性与群体服务创新呈正相关. 创造性角色认同是外向多样性和群体服务创新之间的中介. 中国的研究结果表明, 专治文化对创造性角色认同和群体服务创新之间的联系起到了正向调节作用. 然而, 对于澳大利亚员工之间的这种联系, 专治文化并不是一个调节因素. 因此, 我们在酒店学科中提出了多元化创新流, 并为管理者提供建议, 通过招聘和培训建立团队多样性, 以提高工作团队之间的服务创新.