Journal of Hospitality and Tourism Management, volume 54, pages 178-187
Formation of hotel employees’ service innovation performance: Mechanism of thriving at work and change-oriented organizational citizenship behavior
Chien-Ming Wu
1
,
Tso Jen Chen
2
,
Yao-Chin Wang
3
1
Department of Recreation and Health-Care Management, Chia Nan University of Pharmacy & Science, Taiwan
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Publication type: Journal Article
Publication date: 2023-03-01
scimago Q1
SJR: 2.050
CiteScore: 13.3
Impact factor: 7.6
ISSN: 14476770, 18395260, 27066592
Tourism, Leisure and Hospitality Management
Abstract
Building upon self-determination theory and social exchange theory, this study proposes a research framework and examines the formation of service innovation performance. Data was collected during the COVID-19 pandemic in 2021. A total of 374 hotel employees from 92 departments were collected in Taiwan. The results revealed that both leader-member exchange (LMX) and coworker support exert positive effects on thriving at work and change-oriented organizational citizenship behavior (OCB). Besides, thriving at work exerted positive effects on change-oriented OCB, and change-oriented OCB exerted positive effects on service innovation performance. Furthermore, thriving at work partially mediated (1) the relationship between LMX and change-oriented OCB, and (2) the relationship between coworker support and change-oriented OCB.
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