Can group diversity translate adhocracy culture into service innovative behavior among hospitality employees? A multilevel study. (October 2022)

• Record Type: Journal Article
• Authors: Yang, Mingjun; Luu, Tuan Trong; Qian, David
• Is Part Of: International journal of hospitality management. Volume 107(2022)
• Publication Date: 2022-10
• Subjects: Service innovative behavior -- Adhocracy culture -- Group diversity -- Task interdependence -- Multilevel analysis; Hotel management -- Periodicals; Restaurant management -- Periodicals; Food service management -- Periodicals; Hôtels -- Gestion -- Périodiques; Restaurants -- Gestion -- Périodiques; Services alimentaires -- Gestion -- Périodiques; Food service management; Hotel management; Restaurant management; Periodicals; 647.94
• DOI: 10.1016/j.ijhm.2022.103332
• Languages: English
• ISSNs: 0278-4319

Abstract

Abstract: Hospitality organizations rely on employees' service innovative behavior to improve existing service products and develop new service products to achieve customer satisfaction and loyalty as well as attract new customers. Nevertheless, whether and how team culture facilitates service innovative behavior has been rarely investigated. The purpose of this study is to validate a model of multilevel effect of adhocracy culture on service innovative behavior. Data were collected from 34 Chinese hospitality organizations. Multilevel structural equation modeling was employed for model validation. Results revealed that adhocracy culture fostered service innovative behavior via group diversity in terms of extroversion and openness. Task interdependence interacted with group extroversion diversity to enhance service innovative behavior, but did not interact with group openness diversity. These findings advance the culture-innovation research in the hospitality discipline, and provide hospitality practitioners with recommendations to enhance service innovative behavior through building adhocracy culture and increasing group diversity. Highlights: Adhocracy culture and service innovative behavior. Group diversity as a mediator. Task interdependence as a moderator. Multilevel analysis.