Service Innovation Performance in the Hospitality Industry: The Role of Organizational Training, Personal-Job Fit and Work Schedule Flexibility

ABSTRACT

This study aimed to explore whether hotels’ training programs are an important predictor of their employees’ service innovation performance. There are two main points of the study: one is whether a hotel’s training programs have a positive correlation with employees’ service innovation performance, and the other point is whether job-person fit and work schedule flexibility are important key factors for the correlation between a hotel’s training program and its employees’ service innovation performance. Data in this study were collected using a self-administered questionnaire. The results of this study should enrich the knowledge related to organizational training by revealing its influence on the hotel industry’s service innovation performance. This study also suggests a number of research directions for future studies.

本研究旨在考察酒店的培训计划是否可作为员工服务创新绩效的重要预测指标。本研究有两个要点：一个要点是酒店的培训计划与员工的服务创新绩效是否有正相关性，另一个要点是“人员-工作”的适配性和工作时间表的灵活性是否会严重影响酒店的培训计划与员工的服务创新绩效之间的关联性。本研究中使用的数据来自问卷调查结果。研究结果有助于人们增进对组织培训的了解，揭示其对酒店业的服务创新绩效的影响。本研究还提出了一些未来的研究方向。

KEYWORDS:

• Hotel’s training programs
• personal-job fit
• service innovation performance
• work schedule flexibility