An extended model of employees' service innovation behavior in the airline industry. Issue 8 (8th August 2016)

• Record Type: Journal Article
• Authors: Lee, Kwang-Ho; Hyun, Sunghyup Sean
• Editors: Okumus, Fevzi; Okumus, Fevzi
• Is Part Of: International journal of contemporary hospitality management. Volume 28:Issue 8(2016)
• Publication Date: 2016-08-08
• Subjects: Hospitality industry -- Management -- Periodicals; 647.94068
• DOI: 10.1108/IJCHM-03-2015-0109
• Languages: English
• ISSNs: 0959-6119

Abstract

Abstract : Purpose: is study examines the relationships between three styles of conflict management (cooperative conflict management (COP), competitive conflict management (COM), and avoidance conflict management (AVO), the subjective relational experience, perceived insider status, organization-based self-esteem, and employees' service innovation behavior in the airline industry. Design/methodology/approach: Through both offline and online survey methods, a total of 304 Korean employees of eight airline firms in Asia were asked to complete the questionnaire. A structural equation modeling analysis was conducted to test the proposed hypotheses. Findings: P and AVO had significant positive effects on the subjective relational experience, and COM had a significant negative effect on the subjective relational experience. In the subsequent process, the subjective relational experience had a significant positive effect on the perceived insider status but not on organization-based self-esteem and employees' service innovation behavior. Finally, the perceived insider status and organization-based self-esteem had significant positive effects on employees' service innovation behavior. Originality/value: Previous studies have paid little attention to effects of conflict management styles on employees' service innovation behavior through positive psychological experiences based on a holistic model. The results offer new insights into the extended model and have valuable implications for HRM practices in the airline industry.