463
Views
0
CrossRef citations to date
0
Altmetric
Research Article

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

ORCID Icon, &

References

  • Balaji, M. S., Jiang, Y., Singh, G., & Jha, S. (2020). Letting go or getting back: How organization culture shapes frontline employee response to customer incivility. Journal of Business Research, 111, 1–11. https://doi.org/10.1016/j.jbusres.2020.02.007
  • Bandura, A. (1986). Social foundations of thought and action: A social cognitive theory. Prentice-Hall, Inc.
  • Bass, A. E. (2019). Top management team diversity, equality, and innovation: A multilevel investigation of the health care industry. Journal of Leadership & Organizational Studies, 26(3), 339–351. https://doi.org/10.1177/1548051819849008
  • Batt, R. (2002). Managing customer services: Human resource practices, quit rates, and sales growth. Academy of Management Journal, 45(3), 587–597. https://doi.org/10.2307/3069383
  • Borges, R., Bernardi, M., & Petrin, R. (2019). Cross-country findings on tacit knowledge sharing: Evidence from the Brazilian and Indonesian IT workers. Journal of Knowledge Management, 23(4), 742–762. https://doi.org/10.1108/JKM-04-2018-0234
  • Cai, W., Lysova, E. I., Khapova, S. N., & Bossink, B. A. G. (2019). Does entrepreneurial leadership foster creativity among employees and teams? The mediating role of creative efficacy beliefs. Journal of Business and Psychology, 34(2), 203–217. https://doi.org/10.1007/s10869-018-9536-y
  • Cameron, K. S., & Freeman, S. J. (1991). Cultural congruence, strength, and type: Relationships to effectiveness. Research in Organizational Change and Development, 5(1), 23–58.
  • Choi, O. K., & Cho, E. (2019). The mechanism of trust affecting collaboration in virtual teams and the moderating roles of the culture of autonomy and task complexity. Computers in Human Behavior, 91, 305–315. https://doi.org/10.1016/j.chb.2018.09.032
  • Creswell, J. W. (2009). Research design: Qualitative, quantitative, and mixed methods approaches (3rd ed.). Sage Publications.
  • Deichmann, D., & Baer, M. A recipe for success? Sustaining creativity among first-time creative producers. (2022). The Journal of Applied Psychology, 108(1), 100–113. Ahead of Print. https://doi.org/10.1037/apl0001019
  • Deng, S., Lin, Y., Liu, Y., Chen, X., & Li, H. (2017). How do personality traits shape information-sharing behaviour in social media? Exploring the mediating effect of generalized trust. Information Research, 22(3), 1–34.
  • Dogru, T., McGinley, S., Line, N., & Szende, P. (2019). Employee earnings growth in the leisure and hospitality industry. Tourism Management, 74, 1–11. https://doi.org/10.1016/j.tourman.2019.02.008
  • Dong, Y., Bartol, K. M., Zhang, Z. X., & Li, C. (2017). Enhancing employee creativity via individual skill development and team knowledge sharing: Influences of dual-focused transformational leadership. Journal of Organizational Behavior, 38(3), 439–458. https://doi.org/10.1002/job.2134
  • Ergün, E., & Tasgıt, Y. E. (2013). Cultures of adhocracy, clan, hierarchy and market and innovation performance: A case of hotels in Turkey. Journal of Travel and Tourism Research, 13(1/2), 132–142.
  • Farmer, S. M., Tierney, P., & Kung Mcintyre, K. (2003). Employee creativity in Taiwan: An application of role identity theory. Academy of Management Journal, 46(5), 618–630. https://doi.org/10.2307/30040653
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
  • Gao, A., Zhao, K., & Qu, Q. (2020). Linking person–organization adhocracy value congruence to creativity. Journal of Managerial Psychology, 35(7/8), 603–615. https://doi.org/10.1108/JMP-08-2019-0448
  • García-Buades, E., Martínez-Tur, V., Ortiz-Bonnín, S., & Peiró, J. M. (2016). Engaged teams deliver better service performance in innovation climates. European Journal of Work and Organizational Psychology, 25(4), 597–612. https://doi.org/10.1080/1359432X.2016.1171752
  • Hair, J. F., Babin, B. J., Anderson, R. E., & Black, W. C. (2019). Multivariate data analysis (8th ed.). Cengage Learning EMEA.
  • Haliwa, I., Wilson, J. M., Spears, S. K., Strough, J. N., & Shook, N. J. (2021). Exploring facets of the mindful personality: Dispositional mindfulness and the Big Five. Personality and Individual Differences, 171, 1–6. https://doi.org/10.1016/j.paid.2020.110469
  • Hall, J., & Malmberg, L. E. (2020). The contribution of multilevel structural equation modelling to contemporary trends in educational research. International Journal of Research & Method in Education, 43(4), 339–347. https://doi.org/10.1080/1743727X.2020.1796066
  • Harrison, D. A., & Klein, K. J. (2007). What’s the difference? Diversity constructs as separation, variety, or disparity in organizations. Academy of Management Review, 32(4), 1199–1228. https://doi.org/10.5465/amr.2007.26586096
  • Hartnell, C. A., Ou, A. Y., & Kinicki, A. (2011). Organizational culture and organizational effectiveness: A meta-analytic investigation of the competing values framework’s theoretical suppositions. The Journal of Applied Psychology, 96(4), 677–694. https://doi.org/10.1037/a0021987
  • Hon, A. H., & Lui, S. S. (2016). Employee creativity and innovation in organizations: Review, integration, and future directions for hospitality research. International Journal of Contemporary Hospitality Management, 28(5), 862–885. https://doi.org/10.1108/IJCHM-09-2014-0454
  • Huang, Y., Sundar, S. S., Ye, Z., & Johnson, A. C. (2021). Do women and extroverts perceive interactivity differently than men and introverts? Role of individual differences in responses to HCI vs. CMC interactivity. Computers in Human Behavior, 123, 1–7. https://doi.org/10.1016/j.chb.2021.106881
  • James, L. R. (1982). Aggregation bias in estimates of perceptual agreement. The Journal of Applied Psychology, 67(2), 219–229. https://doi.org/10.1037/0021-9010.67.2.219
  • Jansen, A. E., & Searle, B. J. (2021). Diverse effects of team diversity: A review and framework of surface and deep-level diversity. Personnel Review, 50(9), 1838–1853. https://doi.org/10.1108/PR-12-2019-0664
  • Jeaheng, Y., Al-Ansi, A., & Han, H. (2020). Impacts of Halal-friendly services, facilities, and food and Beverages on Muslim travelers’ perceptions of service quality attributes, perceived price, satisfaction, trust, and loyalty. Journal of Hospitality Marketing & Management, 29(7), 787–811. https://doi.org/10.1080/19368623.2020.1715317
  • John, O. P., Donahue, E. M., & Kentle, R. L. (1991). The Big Five Inventory — Version 4a and 54. University of California, Berkeley, Institute of Personality and Social Research.
  • Kim, A., Kim, Y., Han, K., Jackson, S. E., & Ployhart, R. E. (2017). Multilevel influences on voluntary workplace green behavior: Individual differences, leader behavior, and coworker advocacy. Journal of Management, 43(5), 1335–1358. https://doi.org/10.1177/0149206314547386
  • Kong, H., Okumus, F., & Bu, N. (2020). Linking organizational career management with Generation Y employees’ organizational identity: The mediating effect of meeting career expectations. Journal of Hospitality Marketing & Management, 29(2), 164–181. https://doi.org/10.1080/19368623.2019.1616644
  • Kozlowski, S. W. J., & Klein, K. J. (2000). A multilevel approach to theory and research in organizations: Contextual, temporal, and emergent processes. In K. J. Klein & S. W. J. Kozlowski (Eds.), Multilevel theory, research, and methods in organizations: Foundations, extensions, and new directions (pp. 3–90). Jossey-Bass.
  • Lance, C. E., Butts, M. M., & Michels, L. C. (2006). The sources of four commonly reported cutoff criteria. Organizational Research Methods, 9(2), 202–220. https://doi.org/10.1177/1094428105284919
  • Li, Y., Gong, Y., Burmeister, A., Wang, M., Alterman, V., Alonso, A., & Robinson, S. (2021). Leveraging age diversity for organizational performance: An intellectual capital perspective. The Journal of Applied Psychology, 106(1), 71–91. https://doi.org/10.1037/apl0000497
  • Lim, S. T., Preis, M. W., Lee, C. K., Mangematin, V., & Kim, M. J. (2020). The influence of open innovation activities on non-financial performance in the cultural tourism content industry. Current Issues in Tourism, 24(10), 1340–1344. https://doi.org/10.1080/13683500.2020.1754356
  • Lin, Y. T., & Liu, N. (2021). Team diversity and team innovation: Examining mediating mechanisms and boundary conditions. In Academy of Management Proceedings (Vol.2021, No.(1), p.11413). Briarcliff Manor, NY 10510: Academy of Management.
  • Liu, C., & Hung, K. (2022). Improved or decreased? Customer experience with self-service technology versus human service in hotels in China. Journal of Hospitality Marketing & Management, 31(2), 176–204. https://doi.org/10.1080/19368623.2021.1941475
  • Liu, X., Yuan, Y., He, J., & Li, Z. Framing the travel livestreaming in China: A new star rising under the COVID-19. (2022). Current Issues in Tourism, 25(24), 3933–3952. Ahead of Print. https://doi.org/10.1080/13683500.2021.2023115
  • Li, M., Yin, D., Qiu, H., & Bai, B. (2022). Examining the effects of AI contactless services on customer psychological safety, perceived value, and hospitality service quality during the COVID‐19 pandemic. Journal of Hospitality Marketing & Management, 31(1), 24–48. https://doi.org/10.1080/19368623.2021.1934932
  • Luu, T. T. (2020). Coach humility and player creativity: The roles of knowledge sharing and group diversity. Sport Management Review, 23(2), 284–301. https://doi.org/10.1016/j.smr.2019.02.004
  • Luu, T. T. (2021). Can human resource flexibility disentangle innovative work behavior among hospitality employees? The roles of harmonious passion and regulatory foci. International Journal of Contemporary Hospitality Management, 33(12), 4258–4285. https://doi.org/10.1108/IJCHM-02-2021-0276
  • Mandal, S., Kavala, H. B., & Potlapally, G. D. (2022). Does organizational culture matter for shaping up hotel’s responsiveness to customer’s demand? An empirical investigation. International Journal of Hospitality & Tourism Administration, 23(2), 190–215. https://doi.org/10.1080/15256480.2020.1727811
  • Meng, F. (2010). Individualism/Collectivism and group travel behavior: A cross-cultural perspective. International Journal of Culture, Tourism and Hospitality Research, 4(4), 340–351. https://doi.org/10.1108/17506181011081514
  • Mokhber, M., Khairuzzaman, W., & Vakilbashi, A. (2018). Leadership and innovation: The moderator role of organization support for innovative behaviors. Journal of Management & Organization, 24(1), 108–128. https://doi.org/10.1017/jmo.2017.26
  • Mostafa, A. M. S. (2019). Transformational leadership and restaurant employees customer-oriented behaviours: The mediating role of organizational social capital and work engagement. International Journal of Contemporary Hospitality Management, 31(3), 1166–1182. https://doi.org/10.1108/IJCHM-02-2018-0123
  • Noone, B. M., Lin, M. S., & Sharma, A. (2022). Firm performance during a crisis: Effects of adhocracy culture, incremental product innovation, and firm size. Journal of Hospitality & Tourism Research, 109634802210868. Ahead of Print. https://doi.org/10.1177/10963480221086846
  • Ogbeibu, S., Pereira, V., Burgess, J., Gaskin, J., Emelifeonwu, J., Tarba, S. Y., & Arslan, A. (2021). Responsible innovation in organisations - unpacking the effects of leader trustworthiness and organizational culture on employee creativity. Asia Pacific Journal of Management, Ahead of Print. https://doi.org/10.1007/s10490-021-09784-8
  • 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
  • Perry, S. J., Dubin, D. F., & Witt, L. A. (2010). The interactive effect of extraversion and extraversion dissimilarity on exhaustion in customer-service employees: A test of the asymmetry hypothesis. Personality and Individual Differences, 48(5), 634–639. https://doi.org/10.1016/j.paid.2009.12.022
  • Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. The Journal of Applied Psychology, 88(5), 879–903. https://doi.org/10.1037/0021-9010.88.5.879
  • Preacher, K. J., Zyphur, M. J., & Zhang, Z. (2010). A general multilevel SEM framework for assessing multilevel mediation. Psychological Methods, 15(3), 209–233. https://doi.org/10.1037/a0020141
  • Qi, M., Armstrong, S. J., Yang, Z., & Li, X. (2022). Cognitive diversity and team creativity: Effects of demographic faultlines, subgroup imbalance and information elaboration. Journal of Business Research, 139, 819–830. https://doi.org/10.1016/j.jbusres.2021.10.027
  • Reizer, A., Schechter, O., & Ein-Dor, T. (2021). The effect of attachment diversity on team performance and the moderating role of perceived organizational support. Applied Psychology, 70(4), 1405–1434. https://doi.org/10.1111/apps.12280
  • Ribeiro, L. C. D. S., Souza, K. B. D., Domingues, E. P., & Magalhães, A. S. (2021). Blue water turns black: Economic impact of oil spill on tourism and fishing in Brazilian Northeast. Current Issues in Tourism, 24(8), 1042–1047. https://doi.org/10.1080/13683500.2020.1760222
  • Rivers, C., & Volkema, R. (2013). East–west differences in “tricky” tactics: A comparison of the tactical preferences of Chinese and Australian negotiators. Journal of Business Ethics, 115(1), 17–31. https://doi.org/10.1007/s10551-012-1372-9
  • Roy, S. K., Balaji, M. S., Soutar, G., Lassar, W. M., & Roy, R. (2018). Customer engagement behavior in individualistic and collectivistic markets. Journal of Business Research, 86, 281–290. https://doi.org/10.1016/j.jbusres.2017.06.001
  • Ruan, W. Q., Zhang, S. N., Liu, C. H., & Li, Y. Q. (2020). A new path for building hotel brand equity: The impacts of technological competence and service innovation implementation through perceived value and trust. Journal of Hospitality Marketing & Management, 29(8), 911–933. https://doi.org/10.1080/19368623.2020.1738302
  • Ruiz-Jiménez, J. M., Fuentes-Fuentes, M. M., & Ruiz-Arroyo, M. (2016). Knowledge combination capability and innovation: The effects of gender diversity on top management teams in technology-based firms. Journal of Business Ethics, 135(3), 503–515. https://doi.org/10.1007/s10551-014-2462-7
  • Schaffer, B. S., & Riordan, C. M. (2003). A review of cross-cultural methodologies for organizational research: A best-practices approach. Organizational Research Methods, 6(2), 169–215. https://doi.org/10.1177/1094428103251542
  • Schein, E. (2017). Organizational culture and leadership organizational culture and leadership (5th ed.). John Wiley & Sons Inc.
  • Schwarz, G., Eva, N., & Newman, A. (2020). Can public leadership increase public service motivation and job performance? Public Administration Review, 80(4), 543–554. https://doi.org/10.1111/puar.13182
  • Shaw, G., Bailey, A., & Williams, A. (2011). Aspects of service-dominant logic and its implications for tourism management: Examples from the hotel industry. Tourism Management, 32(2), 207–214. https://doi.org/10.1016/j.tourman.2010.05.020
  • Shim, D. C., & Park, H. H. (2019). Public service motivation in a work group: Role of ethical climate and servant leadership. Public Personnel Management, 48(2), 203–225. https://doi.org/10.1177/0091026018806013
  • So, K. K. F., Kim, H., He, Y., & Li, X. Mapping service innovation research in hospitality and tourism: An integrative bibliometric analysis and research agenda. (2022). Cornell Hospitality Quarterly, 64(2), 143–160. Ahead of Print. https://doi.org/10.1177/19389655221102392
  • Stryker, S. (1987). Identity theory: Developments and extensions. In K. Yardley & T. Honess (Eds.), Self and identity: Psychosocial perspectives (pp. 89–103). John Wiley & Sons.
  • Tasheva, S., & Hillman, A. J. (2019). Integrating diversity at different levels: Multilevel human capital, social capital, and demographic diversity and their implications for team effectiveness. Academy of Management Review, 44(4), 746–765. https://doi.org/10.5465/amr.2015.0396
  • Van Knippenberg, D., De Dreu, C. K. W., & Homan, A. C. (2004). Work group diversity and group performance: An integrative model and research agenda. The Journal of Applied Psychology, 89(6), 1008–1022. https://doi.org/10.1037/0021-9010.89.6.1008
  • Van Knippenberg, D., & Van Ginkel, W. P. (2022). A diversity mindset perspective on inclusive leadership. Group & Organization Management, 47(4), 779–797. https://doi.org/10.1177/1059601121997229
  • Wang, R., Chan, D. K. S., Goh, Y. W., Penfold, M., Harper, T., & Weltewitz, T. (2018). Humor and workplace stress: A longitudinal comparison between Australian and Chinese employees. Asia Pacific Journal of Human Resources, 56(2), 175–195. https://doi.org/10.1111/1744-7941.12157
  • Wang, Y., Kim, Y., & Lau, D. C., (2021). Creative identity asymmetry: When and how it impacts psychological strain and creative performance: Asia Pacific Journal of Management, 40, 575–612.
  • Wang, X. H., Kim, T. Y., & Lee, D. R. (2016). Cognitive diversity and team creativity: Effects of team intrinsic motivation and transformational leadership. Journal of Business Research, 69(9), 3231–3239. https://doi.org/10.1016/j.jbusres.2016.02.026
  • Wang, C. J., Tsai, H. T., & Tsai, M. T. (2014). Linking transformational leadership and employee creativity in the hospitality industry: The influences of creative role identity, creative self-efficacy, and job complexity. Tourism Management, 40, 79–89. https://doi.org/10.1016/j.tourman.2013.05.008
  • Wang, J., & Wu, X. (2018). Top-down or outside-in? Culturally diverse approaches to hotel crisis planning. Journal of Hospitality and Tourism Management, 36, 76–84. https://doi.org/10.1016/j.jhtm.2018.08.002
  • Wei, Z., Zhang, M., & Ming, Y. Understanding the effect of tourists’ attribute-level experiences on satisfaction – a cross-cultural study leveraging deep learning. (2022). Current Issues in Tourism, 26(1), 105–121. Ahead of Print. https://doi.org/10.1080/13683500.2022.2030682
  • Wikhamn, W., & Wikhamn, B. R. (2020). Gender diversity and innovation performance: Evidence from R&D workforce in Sweden. International Journal of Innovation Management, 24(7), 2050061. https://doi.org/10.1142/S1363919620500619
  • Woo, H., Kim, S. J., & Wang, H. (2021). Understanding the role of service innovation behavior on business customer performance and loyalty. Industrial Marketing Management, 93, 41–51. https://doi.org/10.1016/j.indmarman.2020.12.011
  • Yang, M., Luu, T. T., & Qian, D. (2021). Linking transformational leadership to team service innovation in the hospitality industry: A team-level mediation and moderation investigation. Journal of Hospitality and Tourism Management, 49, 558–569. https://doi.org/10.1016/j.jhtm.2021.11.011
  • Yang, M., Luu, T. T., & Qian, D. (2022). Group diversity and employee service innovative behavior in the hospitality industry: A multilevel model. International Journal of Contemporary Hospitality Management, 34(2), 808–835. https://doi.org/10.1108/IJCHM-06-2021-0822
  • Yılmaz, C., & Özgener, E. (2021). Competitive intelligence and competitiveness in accommodation businesses: The role of employee training effectiveness. Current Issues in Tourism, 25(8), 2905–2921. https://doi.org/10.1080/13683500.2021.2012432
  • Zeb, A., Akbar, F., Hussain, K., Safi, A., Rabnawaz, M., & Zeb, F. (2021). The competing value framework model of organizational culture, innovation and performance. Business Process Management Journal, 27(2), 658–683. https://doi.org/10.1108/BPMJ-11-2019-0464
  • Zitzmann, S., & Helm, C. (2021). Multilevel analysis of mediation, moderation, and nonlinear effects in small samples, using expected a posteriori estimates of factor scores. Structural Equation Modeling: A Multidisciplinary Journal, 28(4), 529–546. https://doi.org/10.1080/10705511.2020.1855076

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.