An extended model of employees’ service innovation behavior in the airline industry

2016 ◽  
Vol 28 (8) ◽  
pp. 1622-1648 ◽  
Author(s):  
Kwang-Ho Lee ◽  
Sunghyup Sean Hyun
Keyword(s):  
Conflict Management ◽  
Airline Industry ◽  
Service Innovation ◽  
Self Esteem ◽  
Extended Model ◽  
Content Type ◽  
Positive Effects ◽  
Perceived Insider Status ◽  
Relational Experience ◽  
Innovation Behavior

Purpose This study aims to examine 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 COP 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. Social implications The results have important practical implications for developing human resource management (HRM) practices in airline firms. More specifically, airline firms should provide management training courses that encourage team leaders to create environments in which employees can form an attitude of “we are in it together”, collect conflict issues from employees in a unanimous manner and then resolve them smoothly without further problems and avoid treating conflicts as win-lose contests. These guidelines may help employees unwind from conflict situations and maintain positive relationships with their colleagues. 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.

How does emotional conflict affect innovation behavior?

2018 ◽  
Vol 29 (3) ◽  
pp. 327-346 ◽  
Author(s):  
Weiwei Wu ◽  
Yexin Liu ◽  
Yanggi Kim ◽  
Pengbin Gao
Keyword(s):  
Conflict Management ◽  
Future Research ◽  
Curvilinear Relationship ◽  
Negative Effects ◽  
Content Type ◽  
Emotional Conflict ◽  
Positive Effects ◽  
Member Exchange ◽  
The Impact ◽  
Innovation Behavior

Purpose This study aims to offer insights regarding the impact of emotional conflict on innovation behavior. This study also explores the boundary conditions by examining the moderating effects of leader-member exchange (LMX) and team-member exchange (TMX) on the relationship between emotional conflict and innovation behavior. Design/methodology/approach This study used a questionnaire survey to collect data in China. Hypotheses were tested using hierarchical regression analysis. To test for inverted U-shaped relationship between emotional conflict and innovation behavior, the authors computed the squared term for emotional conflict. To investigate moderating roles of LMX and TMX, the authors carried out an interaction term between the main effect variables (emotional conflict and emotional conflict2) and the moderating variables (LMX and TMX). Findings The empirical findings indicated that emotional conflict had an inverted U-shaped relationship with innovation behavior. Furthermore, LMX and TMX moderated the inverted U-shaped relationship between the emotional conflict and innovation behavior in such a way that the inverted U-shaped relationship was flatter in high-quality LMX and TMX than in low-quality LMX and TMX. That is to say, LMX and TMX may dampen the positive effects of lower levels of emotional conflict on innovation behavior; yet, it may also weaken the negative effects of higher levels of emotional conflict on innovation behavior. Research limitations/implications This research can be extended in several ways. First, future research can investigate the impact mechanism of emotional conflict on innovation behavior. Second, future research can analyze other types of moderators at different levels. The last but not the least, future research can test the results using heterogeneous samples. Despite these potential limitations, this study provides an elaborate understanding of the conflict–creativity relationship by outlining the inverted U-shaped relationship between emotional conflict and innovation behavior under the LMX and TMX contexts, which can make important contributions to the conflict management literature. Practical implications The findings of this study offer some guidance on how to stimulate innovation behavior through emotional conflict. It suggests that managers should maintain the emotional conflict at the moderate level. Furthermore, managers can strengthen the LMX and TMX to avoid the negative effects of high levels of emotional conflict, and several practices are provided as well. Originality/value This study develops an exhaustive understanding of the conflict–creativity relationship by figuring the curvilinear relationship between emotional conflict and innovation behavior, which is the response to the call of Posthuma to focus on the outcomes of conflict management. The findings further provide an empirical evidence of the conceptual argument that the consequences of conflict depend on the situational context by pointing out the important contingency factors of LMX and TMX.

Customer value co-creation and new service evaluation: the moderating role of outcome quality

2018 ◽  
Vol 30 (4) ◽  
pp. 2020-2036 ◽  
Author(s):  
Hong Xu ◽  
Yuqing Liu ◽  
Xingyang Lyu
Keyword(s):  
Customer Value ◽  
Service Innovation ◽  
Service Evaluation ◽  
Customer Engagement ◽  
Outcome Quality ◽  
Quality Outcomes ◽  
Content Type ◽  
Positive Effects ◽  
Slope Test ◽  
Self Reporting Questionnaire

Purpose This study aims to examine how the degree of value co-creation affects Chinese customers’ evaluations of new tourism and hospitality services, and how the outcome quality moderates this relationship under different conditions. Design/methodology/approach The proposed hypotheses are tested using a self-reporting questionnaire-based survey and two experimental designs. Data analysis entailed hierarchical multiple regression analysis, a simple slope test and a two-way ANOVA. Findings Three component studies assessed boundary conditions for the positive effects of the degree of value co-creation on customers’ evaluations of new services. Studies 1 and 2 indicated that unequivocal high-quality outcomes amplified positive effects, which were reversed by unequivocal low-quality outcomes. Study 3 demonstrated that in Chinese contexts of ambiguous outcomes, the relationship between the degree of co-creation and new service evaluation was positively mediated by self-integration in private contexts and negatively mediated by loss of face in public contexts. Practical implications This study identifies critical factors influencing successful service innovation in China within different contexts. Its finding of context-dependent customer engagement in value co-creation has managerial implications for facilitating favorable new service evaluations. Originality/value This exploratory study addresses a research gap regarding service innovation, offering insights into positive and negative influences of customer value co-creation on new service evaluation, under different outcome quality conditions in the domestic Chinese hospitality and tourism sector.

The effects of ethical leadership on work engagement, intrapreneurship, and service innovation behavior: sample of chambers of commerce and industry

2020 ◽  
Vol 16 (2) ◽  
pp. 199-216
Author(s):  
Fahri Özsungur
Keyword(s):  
Social Exchange ◽  
Work Engagement ◽  
Ethical Leadership ◽  
Social Exchange Theory ◽  
Service Innovation ◽  
Theoretical Background ◽  
Content Type ◽  
Chambers Of Commerce ◽  
Managerial Implications ◽  
Innovation Behavior

PurposeThe main purpose of this study is to reveal the effects of ethical leadership on work engagement, intrapreneurship and service innovation behavior with a qualitative method based on social exchange theory. Thus, it is possible to obtain knowledge on the cultural structure of the chambers of commerce and industry.Design/methodology/approachThe sample of the study consisted of 568 employees in chambers of commerce and industry affiliated to the Union of Chambers and Commodity Exchanges of Turkey operating in Turkey. A phenomenological research method was adopted in this research. Four open-ended questions were asked to the participants. A coding process (conceptualization, classification, component analysis) was used in data analysis.FindingsAccording to the qualitative analysis results, findings showed the association between ethical leadership, work engagement, intrapreneurship and service innovation behavior. The common theme proposed by the participants was management, ethical leadership and human resources. The study reveals the importance of ethical leadership in chambers of commerce and industry.Originality/valueThis is the first study that reveals the effects of ethical leadership on work engagement, intrapreneurship and service innovation behavior of the chambers of commerce and industry. Theoretical background, discussion, managerial implications, limitations and recommendations for future studies are discussed.

scholarly journals The impact of ethical leadership on service innovation behavior

2019 ◽  
Vol 13 (1) ◽  
pp. 73-88 ◽  
Author(s):  
Fahri Özsungur
Keyword(s):  
Ethical Leadership ◽  
Self Efficacy ◽  
Psychological Capital ◽  
Service Innovation ◽  
Service Development ◽  
Content Type ◽  
Mediating Role ◽  
The Impact ◽  
Innovation Behavior

Purpose Ethical leadership is at the forefront of what matters in today’s business life and current issues, with a view to making strong moral decisions through bilateral communication. Service innovation behavior is important in terms of individual and institutional actions in the process of producing and implementing new ideas. Investigating the mediating role of psychological capital which consists of self-efficacy, optimism, hope and psychological endurance dimensions, between ethical leadership and service innovation behavior, is a matter to be investigated. This study aims to assess the impact of ethical leadership on service innovation behavior by means of a comprehensive literature review. In this framework, psychological capital forms the scope of researching the mediating role. Design/methodology/approach This study was conducted with 376 blue-collar workers randomly selected from 140 company which were selected from 1,294 joint stock companies among 76,882 companies operating in the province of Adana in Turkey and registered in the Adana Chamber of Commerce, by applying a questionnaire of 40 items. Findings As a result of the factor analysis, 6 items which could not provide reliability were extracted from the scale and the remaining 34 items were distributed in three factors and the validity of the construct validity was measured by the convergence and divergence methods. Construct reliability (CR) values were found to be statistically significant (SRMR: 0.50, RMSEA = 0.058, IFI: 0.955, CFI = 0.97, GFI = 0.96, AGFI = 0.86, TLI = 0.97, χ2/s.d. = 2.264) when it was above 0.7, and the structural equation model determined that the research data and the initially determined model are compatible. Ethical leadership has a significant effect on psychological capital (ß = 0.224, p < 0.001), ethical leadership has a significant effect on innovation (ß = 0.113, p < 0.001), psychological capital was found to have a significant influence on service innovation (ß = 0.965, p < 0.001), and ethical leadership was mediated by psychological capital on service innovation behavior (SIE = 0.235). Research limitations/implications Further research is needed to assess conducting research in enterprises with different cultural characteristics. This paper provides the effectiveness of ethical leadership and psychological capital factors, which are effective in improving employee service innovation behavior and enabling managers to develop human resources strategies in this respect. Practical implications The results provide the impact of ethical leadership on the productivity of employees in the workplace and provide practical benefits in terms of developing innovation-oriented service development behaviors. Social implications The innovative behaviors of the employees enable the development of innovative ideas in social life by contributing to consumer satisfaction and economy. Ethical leadership ensures positive behaviors in the society by ensuring that employees in the workplace develop justice sentiments. Originality/value The mediating role of psychological capital between ethical leadership and service innovation behavior has not been investigated before. In this study, the effects of self-efficacy, optimism, hope and resilience factors were investigated in providing ethical leaders and employees, creating value in the enterprise, and in providing innovation-focused services for employees.

Beyond reach: an extended model of global brand effects

2019 ◽  
Vol 36 (5) ◽  
pp. 647-674 ◽  
Author(s):  
Timo Mandler
Keyword(s):  
Product Category ◽  
Extended Model ◽  
Content Type ◽  
Global Brands ◽  
Brand Evaluations ◽  
Product Categories ◽  
Positive Effects ◽  
Global Brand ◽  
Negative Effect ◽  
Brand Effects

Purpose Despite considerable investigations of the various outcomes of perceived brand globalness (PBG), the concept itself remains ambiguous, demanding further conceptual refinement. The purpose of this paper is to contribute to global branding literature by suggesting an extended conceptualization of PBG, and empirically testing a corresponding extended model of global brand effects, relative to the conventional operationalization. Design/methodology/approach An empirical study (n=907) involving 63 brands across eight different product categories provides new insights into the composition of global brand effects by explicitly discriminating between different facets of consumers’ brand globalness perceptions (i.e. perceived market reach (PMR), perceived standardization (PST) and global consumer culture positioning (GCCP)). Findings The results clearly show that effects associated with global brands are not exclusively positive. While PMR and GCCP have positive effects on consumers’ brand evaluations and attitudes, PST has a strong negative effect on the same outcomes. These effects apply to both domestic and foreign global brands and occur irrespective of the perceived level of risk associated with a given product category. Originality/value The results provide managers a clearer picture of the up- and downsides of brand globalness perceptions and urge future studies on global brands to incorporate constructs that account for facets beyond a brand’s market reach to capture the phenomenon holistically.

scholarly journals Does ethnic conflict impede or enable employee innovation behavior?

2016 ◽  
Vol 27 (2) ◽  
pp. 199-224 ◽  
Author(s):  
Carol Reade ◽  
Hyun-Jung Lee
Keyword(s):  
Organizational Behavior ◽  
Conflict Management ◽  
Employee Engagement ◽  
Ethnic Conflict ◽  
Management Style ◽  
Future Research ◽  
Cross Sectional ◽  
Content Type ◽  
Conflict Management Style ◽  
Innovation Behavior

Purpose The purpose of this study is to investigate whether a societal context of ethnic conflict influences employee innovation behavior in the work domain and whether a collaborative conflict management style adopted by supervisors plays a moderating role. Design/methodology/approach Drawing on the conflict, organizational behavior and innovation literature, the study examines the main and interaction effects of employee sensitivity to ethnic conflict, organizational frustration and collaborative conflict management style of supervisors on employee engagement with colleagues to innovate products, services and job processes. Hypotheses are tested using hierarchical regression analysis, controlling for ethnic diversity in workgroups. Findings Employee innovation behavior is greatest when employee sensitivity to ethnic conflict is high, organizational frustration is low and when supervisors are perceived to be highly collaborative in managing conflict, regardless of whether the workgroup is ethnically homogenous or diverse. Research limitations/implications The study findings expand our knowledge of the effects of sociopolitical conflict on employee behavior and the role of collaborative conflict management. Future research can address limitations including self-reports, cross-sectional design and single country setting. Practical implications The findings of this study suggest that employee innovation behavior can be enhanced through developing collaborative conflict management skills of those in leadership positions. Originality/value This is the first study to empirically examine the influence of ethnic conflict on employee innovation behavior and is of value to businesses operating in conflict settings.

scholarly journals User participation, knowledge management capability and service innovation: e-commerce enterprises in the digital age

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xiaohua Xin ◽  
Xiaoming Miao ◽  
Qian Chen ◽  
Tiantian Shang
Keyword(s):  
Knowledge Management ◽  
Service Innovation ◽  
Digital Age ◽  
User Participation ◽  
Content Type ◽  
Positive Effects ◽  
Management Capability ◽  
Knowledge Management Capability ◽  
The Relationship

PurposeDespite the fact that user participation (UP) has been highlighted as an important aspect in innovation, previous findings on its relationship with service innovation performance (SIP) are inconsistent. This study aims to investigate the relationships among UP, knowledge management capability (KMC) and SIP, especially in the digital age, inspired by the theories of knowledge-based and absorptive capacity.Design/methodology/approachBased on a sample of 252 Chinese e-commerce enterprises, this study adopts a hierarchical regression analysis and bootstrap method to test the theoretical framework and research hypotheses.FindingsUP and KMC have positive effects on SIP, respectively. KMC plays a mediating role in the effect of UP on SIP. Furthermore, the intermediary role of KMC varies in different sub-paths between UP and SIP.Originality/valueFirst, this study provides some explanations for inconsistent arguments on the relationship between UP and service innovation. Second, with the consideration of specific dimensions of UP and SIP, the mediation role of KMC varies in different sub-paths has been recognized, which provides a deeper understanding of the relationship between UP and SIP. Third, this study opens the discussion about how to realize SIP more effectively in the digital age, advancing theoretical and practical developments on service innovation.

When and how authoritarian leadership influences employee innovation behavior in the context of Chinese culture

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
ShanLiang Zhang ◽  
Xuefei Liu ◽  
Yana Du
Keyword(s):  
Organizational Culture ◽  
Cultural Context ◽  
Chinese Culture ◽  
Explanatory Power ◽  
Field Investigation ◽  
Content Type ◽  
Authoritarian Leadership ◽  
Perceived Insider Status ◽  
The Relationship ◽  
Innovation Behavior

PurposeThis paper aims to explore the mechanism and boundary conditions of authoritarian leadership that influence employee innovation behavior (EIB) in Chinese culture based on the leader–member exchange theory and state–trait theory.Design/methodology/approachThe authors used Mplus and SPSS to test the proposed model with data from 286 leader–employee dyads in Chinese companies. In this study, questionnaires were collected through commission and field investigation.FindingsThe results indicate that authoritarian leadership can positively influence perceived insider status and EIB within a certain range in Chinese organizational culture, although this is counterintuitive. In addition, perceived insider status has a high level of explanatory power on EIB and can mediate the relationship between authoritarian leadership and EIB. Furthermore, proactive personality can moderate the positive influence of authoritarian leadership on perceived insider status.Originality/valueInnovation management is inseparable from the specific organizational cultural context. This paper argues that the relationship between authoritarian leadership and EIB in the context of organizational culture in China may differ from that in the west. This study constructs a unique research model and offers new insights into when and how EIB can be influenced by authoritarian leadership.

Mastering innovation in the manufacturing sector

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Keyword(s):  
Product Innovation ◽  
Manufacturing Sector ◽  
Service Innovation ◽  
Process Innovation ◽  
Manufacturing Companies ◽  
Content Type ◽  
Essential Condition ◽  
Digital Service ◽  
Positive Effects ◽  
Machinery Manufacturing

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings This research paper concentrates on understanding the types of innovation that can boost the profit margins of manufacturing companies in Spain. Digital service innovation can be a welcome factor that meshes with product innovation and process innovation, to enhance profits within defined manufacturing sub-sectors – namely computer manufacturing and machinery manufacturing. These processes should be introduced and pursued simultaneously, as an essential condition for producing positive effects on profitability. In other sub-sectors, the digital service innovation isn't required, since this merely adds a neutral impact to the profit-driving effects of the effective duo of process innovation and product innovation. Originality/value The briefing saves busy executives, strategists and researchers’ hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

The influence of collaborative competence and service innovation on manufacturers’ competitive advantage

2018 ◽  
Vol 33 (4) ◽  
pp. 466-477 ◽  
Author(s):  
Feng-Hsu Liu ◽  
Tseng-Lung Huang
Keyword(s):  
Competitive Advantage ◽  
Design Methodology ◽  
Service Innovation ◽  
Empirical Support ◽  
Important Research ◽  
Content Type ◽  
Positive Effects ◽  
Equipment Manufacturing ◽  
Innovation Competence ◽  
Practical Implications

PurposeWhile service innovation is an important issue for manufacturers, relatively little research lends empirical support to the perspective that service innovation enhanced by collaborative competence may impact the competitive advantage of original equipment manufacturing (OEM) suppliers. This study aims to advance a service-dominant logic by empirically investigating the linkage between collaborative competence, service innovation and competitive advantage for OEM suppliers.Design/methodology/approachSurveys were completed by representatives of 142 Taiwanese OEM suppliers in the electronics industry.FindingsThe results of path analysis suggest that information competence and coordination competence have positive effects on both exploitative service innovation and explorative service innovation. There only appears to be a significant relationship between joint innovation competence and explorative service innovation. Furthermore, two-pronged service innovations contribute to a supplier’s internal and external competitive advantage.Originality/valueThe empirical findings have important research and practical implications that help elucidate the antecedents and outcomes of OEM suppliers’ service innovation.

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