How to motivate hotel employees' innovation service behaviours: The mediating role of job embeddedness

Abstract

The hotel industry emphasizes customer service. The creation of unique and innovative service experiences by employees depends on the effective stimulation of employees to show innovation service behaviour that is beneficial to the organization. This study believed that although more and more scholars and organizations realize the importance of service innovation, there is still room for development in theory and practice. Therefore, this study explored the relationships among organizational climate for innovation, service orientation, job embeddedness and employees' innovative behaviour. A total of 291 valid questionnaires were collected through a questionnaire survey. A positive relationship was found among organizational climate for innovation, service orientation, job embeddedness and innovation service behaviour. Noteworthily, service orientation is not only related to employees' job embeddedness but also related to their innovative service behaviours conducive to the hotel. Therefore, this study suggested that the hotel industry creates an atmosphere and resources that help employees demonstrate innovation. Furthermore, support and encouragement from the organization can inspire employees to have a positive work attitude and show innovative service behaviour beneficial to the organization.

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