504
Views
2
CrossRef citations to date
0
Altmetric
Research Article

Innovative Service Behaviors of Hotel Employees: An Internal Service Perspective

ORCID Icon

References

  • Abzari, M., Ghorbani, H., & Madani, F. A. (2011). The effect of internal marketing on organizational commitment from market-orientation viewpoint in hotel industry in Iran. International Journal of Marketing Studies, 3(1), 147–155. https://doi.org/10.5539/ijms.v3n1p147
  • Ahmed, P. K., & Rafiq, M. (2003). Internal marketing issues and challenges. European Journal of Marketing, 37(9), 1177–1186. https://doi.org/10.1108/03090560310498813
  • Anabila, P., Ameyibor, L. E. K., Allan, M. M., & Alomenu, C. (2021). Service quality and customer loyalty in Ghana’s hotel industry: The mediation effects of satisfaction and delight. Journal of Quality Assurance in Hospitality & Tourism, 1–23. https://doi.org/10.1080/1528008X.2021.1913691
  • Back, K. J., Lee, C. K., & Abbott, J. (2011). Internal relationship marketing: Korean casino employees’ job satisfaction and organizational commitment. Cornell Hospitality Quarterly, 52(2), 111–124. https://doi.org/10.1177/1938965510370742
  • Bakhshi, A., Sharma, A. D., & Kumar, K. (2011). Organizational commitment as predictor of organizational citizenship behavior. European Journal of Business and Management, 3(4), 78–86. https://iiste.org/Journals/index.php/EJBM/article/view/296.
  • Billy, B., Pearl, B. K., Gail, S., & Skip, S. (2006). Job satisfaction, organizational commitment, and internal service quality: A case study of Las Vegas hotel/ Casino industry. Journal of Human Resources in Hospitality & Tourism, 5(2), 37–54. https://doi.org/10.1300/J171v05n02_03
  • Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71. https://doi.org/10.1177/002224299205600205
  • Blanco-Oliver, A., Veronesi, G., & Kirkpatrick, I. (2018). Board heterogeneity and organizational performance: The mediating effects of line managers and staff satisfaction. Journal of Business Ethics, 152(2), 393–407. https://doi.org/10.1007/s10551-016-3290-8
  • Bovey, W. H., & Hede, A. (2001). Resistance to organizational change: The role of cognitive and affective processes. Leadership & Organizational Development Journal, 22(8), 372–382. https://doi.org/10.1108/01437730110410099
  • Campo, S., Diaz, A. M., & Yague, M. J. (2014). Hotel innovation and performance in times of crisis. International Journal Contemporary Hospitality Management, 26(8), 1292–1311. https://doi.org/10.1108/IJCHM-08-2013-0373
  • Carrasco, H., Martinez-Tur, V., Peiro, J. M., & Moliner, C. (2012). Validation of a measure of service climate in organizations. Journal of Work and Organizational Psychology, 28(2), 69–80. https://journals.copmadrid.org/jwop/art/tr2012a6doi:.
  • Chen, W.-J. (2013). Factors influencing internal service quality at international tourist hotels. International Journal of Hospitality Management, 35, 152–160. https://doi.org/10.1016/j.ijhm.2013.06.004
  • Cheunkamon, E., Jomnonkwao, S., & Ratanavaraha, V. (2021). Impacts of tourist loyalty on service providers: Examining the role of the service quality of tourism supply chains, tourism logistics, commitment, satisfaction, and trust. Journal of Quality Assurance in Hospitality & Tourism, 1–33. https://doi.org/10.1080/1528008X.2021.1995564
  • Chih, W.-H. W., Yang, F.-H., & Chang, C.-K. (2012). The Study of the antecedents and outcomes of attitude toward organizational change. Public Personnel Management, 41(4), 597–617. https://doi.org/10.1177/009102601204100402
  • Choi, E.-K., & Joung, H.-W. (2017). Employee job satisfaction and customer-oriented behavior: A study of frontline employees in the foodservice industry. Journal of Human Resources in Hospitality & Tourism, 16(3), 235–251. https://doi.org/10.1080/15332845.2017.1253428
  • Churchill, G. A., Jr. (1979). A Paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16(1), 64–73. https://doi.org/10.1177/002224377901600110
  • De Brentani, U. (2001). Innovative versus incremental new business services: Different keys for achieving success. The Journal of Product Innovation Management, 18(3), 169–187. https://doi.org/10.1111/1540-5885.1830169
  • Ehrhart, K. H., Witt, L. A., Schneider, B., & Perry, S. J. (2011). Service employees give as they get: Internal service as a moderator of the service climate-service outcome line. Journal of Applied Psychology, 96(2), 423–431. https://doi.org/10.1037/a0022071
  • Foss, N. J., Laursen, K., & Pedersen, T. (2011). Linking customer interaction and innovation: The mediating role of new organizational practices. Organizational Science, 22(4), 980–999. https://doi.org/10.1287/orsc.1100.0584
  • Frederick, A. F., & Mukesh, K. (2001). Service quality between internal customers and internal suppliers in an international airline. International Journal of Quality & Reliability Management, 18(4), 371–386. https://doi.org/10.1108/02656710110386996
  • Gerbing, D. W., & Anderson, J. C. (1988). An updated paradigm for scale development incorporating unidimentionality and its assessment. Journal of Marketing Research, 25(2), 186–192. https://doi.org/10.1177/002224378802500207
  • Gremler, D. D., Bitner, M. J., & Evans, K. R. (1995). The internal service encounter. Logistics Information Management, 8(4), 28–34 doi:10.1108/09576059510815691.
  • Grissemann, U. S., Pikkemaat, B., & Weger, C. (2013). Antecedents of innovation activities in tourism: An empirical investigation of the Alpine hospitality industry. Tourism, 61(1), 7–27. https://hrcak.srce.hr/101407.
  • Hair, J. F., Anderson, R. F., Tatham, R. I., & Black, W. C. (1998). Multivariate Data Analysis. Prentice-Hall.
  • Hartono, M., & Raharjo, H. (2015). Exploring the mediating role of affective and cognitive satisfaction on the effect of service quality on loyalty. Total Quality Management, 26(9), 971–985. https://doi.org/10.1080/14783363.2015.1068595
  • Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164–174. https://www.hbs.edu/faculty/Pages/item.aspx?num=9149.
  • Hjalager, A. (2010). A review of innovation research in tourism. Tourism Management, 31(1), 1–12. https://doi.org/10.1016/j.tourman.2009.08.012
  • Hu, M.-L. M., Horng, J.-S., & Sun, Y.-H. C. (2009). Hospitality teams: Knowledge sharing and service innovation performance. Tourism Management, 30(1), 41–50. https://doi.org/10.1016/j.tourman.2008.04.009
  • Jun, M., & Cai, S. (2010). Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction. Total Quality Management, 21(2), 205–223. https://doi.org/10.1080/14783360903550095
  • Kim, T. T., & Lee, G. (2013). Hospitality employee knowledge-sharing behaviors in the relationship between goal orientations and service innovative behavior. International Journal of Hospitality Management, 34(2), 324–337. https://doi.org/10.1016/j.ijhm.2013.04.009
  • Kotler, P., & Armstrong, G. (2012). Principles of Marketing (12th ed.). Prentice Hall.
  • Kuenzi, M., & Schminke, M. (2009). Assembling fragments into a lens: A review, critique, and proposed research agenda for the organizational work climate literature. Journal of Management, 35(3), 634–717. https://doi.org/10.1177/0149206308330559
  • Ladhari, R. (2009). Service quality, emotional satisfaction, and behavioral intentions: A study in the hotel industry. Managing Service Quality, 19(3), 308–331. https://doi.org/10.1108/09604520910955320
  • Lam, C. K., Huang, X., & Janssen, O. (2010). Contextualizing emotional exhaustion and positive emotional display: The signaling effects of supervisors’ emotional exhaustion and service climate. Journal of Applied Psychology, 95(2), 368–376. https://doi.org/10.1037/a0017869
  • Lee, Y., Nam, J., Park, D., & Lee, K. (2006). What factors influence customer-oriented prosocial behavior of customer-contact employees? Journal of Services Marketing, 20(4), 251–264. https://doi.org/10.1108/08876040610674599
  • Li, M., & Hsu, C. H. C. (2016). Linking customer –employee exchange and employee innovative behavior. International Journal of Hospitality Management, 56, 87–97 July. https://doi.org/10.1016/j.ijhm.2016.04.015
  • Liu, C. H. (2017). Creating competitive advantage: Linking perspectives of organization learning, innovation behavior and intellectual capital. International Journal of Hospitality Management, 66 September , 13–23 doi:10.1016/j.ijhm.2017.06.013.
  • Lu, A. C. C., & Gursoy, D. (2013). Impact of job burnout on satisfaction and turnover intention: Do generational differences matter? Journal of Hospitality & Tourism Research, 40(2), 210–235. https://doi.org/10.1177/1096348013495696
  • Orfila-Sintes, F., & Mattson, J. (2009). Innovation behavior in the hotel industry. Omega, 37(2), 380–394. https://doi.org/10.1016/j.omega.2007.04.002
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 1 , 12–40 https://psycnet.apa.org/record/1989-10632-001 .
  • Park, I.-J., Yun, D., Kim, P. B., & Hai, S. (2021). How to fuel hotel employees’ daily innovative work? The interplay of daily affect and career future time perspective. Journal of Hospitality Marketing & Management, 30(6), 759–783. https://doi.org/10.1080/19368623.2021.1888367
  • Scott, S. G., & Bruce, R. A. (1994). Determinants of innovative behavior: A path model of individual innovation in the workplace. Academy of Management Journal, 37(3), 580–607 doi:10.2307/256701.
  • Senbeto, D. L., Hon, A. H. Y., & Law, R. (2021). Organizational cultures determine employee innovation in response to seasonality: Regulatory processes of openness and resistance. Journal of Hospitality & Tourism Research. https://doi.org/10.1177/10963480211011629
  • Shehawy, Y. M. (2021). Current workplace issues and behaviours in tourism and hospitality: Moderating role of empowering leadership. Current Issues in Tourism, 1–22. https://www.tandfonline.com/action/doSearch?AllField=10.1080%2F13683500.2021.1928612&SeriesKey=rcit20
  • Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. Journal of Retailing, 70(2), 163–178. https://doi.org/10.1016/0022-4359(94)90013-2
  • Tosi, H. L., & Mero, N. P. (2003). The Fundamentals of Organizational Behaviour: What Managers Need to Know. Blackwell Publishing.
  • Tsai, Y., & Wu, S. S. (2006). Internal marketing, organizational commitment and service quality. Journal of Advanced Nursing, 67(12), 2593–2604. https://doi.org/10.1111/j.1365-2648.2011.05696.x
  • West, M. A., & Dawson, J. F. (2012). Employee Engagement and NHS Performance. King’s fund.
  • Wikhamn, W. (2019). Innovation, sustainable HRM and customer satisfaction. International Journal of Hospitality Management, 76 (Part A), 102–110. https://doi.org/10.1016/j.ijhm.2018.04.009
  • Wong, A. (2004). The role of emotional satisfaction in service encounters. Managing Service Quality: An International Journal, 14(5), 365–376. https://doi.org/10.1108/09604520410557976
  • Wong, I. A., Ji, M., & Liu, M. T. (2016). The effect of event supportive service environment and authenticity in the quality-value-satisfaction framework. Journal of Hospitality & Tourism Research, 42(4), 563–586. https://doi.org/10.1177/1096348015614957
  • Wong, I. A., Ma, E., Chan, S. H. G., Huang, G. I., & Zhao, T. (2019). When do satisfied employees become more committed? A multilevel investigation of the role of internal service climate. International Journal of Hospitality Management, 82 September , 125–135. https://doi.org/10.1016/j.ijhm.2019.03.014
  • Xu, F. Z., & Wang, Y. (2020). Enhancing employee innovation through customer engagement: The role of customer interactivity, employee affect, and motivations. Journal of Hospitality & Tourism Research, 44(2), 351–376. https://doi.org/10.1177/1096348019893043
  • Zhang, M., Fan, D. D., & Zhu, C. J. (2014). High-performance work systems, corporate social performance and employee outcomes: Exploring the missing links. Journal of Business Ethics, 120(3), 423–435. https://doi.org/10.1007/s10551-013-1672-8
  • Zhang, Y., Xi, W., & Xu, F. Z. (2021). Determinants of employee innovation: An open innovation perspective. Journal of Hospitality Marketing & Management. https://doi.org/10.1080/19368623.2021.1934933

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.