Determinants of frontline employee service innovative behavior

Abstract

Purpose The purpose of this study is to examine the influence of workplace happiness and work engagement on employee service innovative behavior from the perspective of positive psychology. The study also examines if work engagement mediates the relationship between workplace happiness and employee service innovative behavior. Finally, it investigates how co-worker socializing and the service climate of the organization moderate the relationship between work engagement and employee service innovative behavior. Design/methodology/approach The study used survey data from 321 frontline employees working in the service sector in the United Arab Emirates (UAE). Six major hypotheses were established and examined using the SPSS Statistics V22.0 Process. The measurement model was analyzed using Amos 22. Findings Workplace happiness and work engagement are found to be important factors affecting employee service innovative behavior. Workplace happiness influences employee service innovative behavior directly and indirectly through work engagement. Both service climate and co-worker socializing play a significant moderating role in the relationship between work engagement and employee service innovative behavior among frontline employees. Interestingly, service climate erodes this relationship while co-worker socializing enhances it. Practical implications This study provides guidelines for managers and practitioners in the service industry to promote frontline employee service innovative behavior. Specifically, the findings provide guidance for decision-makers on how to use workplace happiness to trigger the innovative service behaviors of frontline employees, taking into consideration the conditional role of service climate and co-worker socializing. Originality/value The literature on factors affecting the service innovative behavior of frontline employees in the service sector from the perspective of positive psychology is limited, especially in the context of the UAE. The data, framework and outcomes of this research address this gap and contribute to the current body of knowledge. Specifically, the study contributes to the broaden-and-build theory of positive emotions in the field of positive psychology by validating the applicability of the theory in a wider organizational context.

<p>Impact of Entrepreneurial Leadership on Innovative Work Behavior: Examining Mediation and Moderation Mechanisms</p>

“…110,111 That is to say, when the overall organizational environment will helpful to augment employees' innovative behavior, employees of that organization will normally attempt to follow these embedded norms and will act innovatively 112,113 by watching their coworkers and leaders' innovative behavior. 114,115 Once a particular environment is sustained in the firm, it becomes a guiding principle for an innovative work process that not only guides but also leads to more innovative behavior. 115,116 In summary, the leaders who recognize an innovative firm's environment are found to be more empowered, and they exploit their intellectual assets to succeed in a dynamic and challenging business environment, and thus exhibit innovative behavior.…”

Effect of Attainment Value and Positive Thinking as Moderators of Employee Engagement and Innovative Work Behaviour

“…Perceived attainment value (AV) is another factor that encourages employees to create high-quality work since they perceive future success if they fulfil their responsibilities effectively [13,14]. Moreover, according to the broaden-and-build theory, positive thinking (PT) can stimulate feelings through creative thought that then develops into behavioural repertoire to build specialised skills [15,16]. For both academics and researchers, the question arises whether factors of AV and PT are possible moderators of EE and IWB.…”

Effect of workplace fun on Chinese nurse innovative behaviour: The intermediary function of affective commitment

“…This finding suggests management strategies for inspiring nurse innovative behaviour. Although earlier research confirmed the relationship between workplace fun and employee innovative behaviour (Abdullah et al., 2016; Al‐Hawari et al., 2019), in the cultural context of Chinese hospitals, the correlation between the above variables had not been confirmed. The function of affective commitment was unclear.…”

“…Our results showed that workplace fun had a positive effect on Chinese nurse innovative behaviour ( r = .663, p < .01). Although there are almost no reports of similar studies in the field of nursing management, in other organisational environments, investigators have confirmed the relationship between workplace fun and employee innovative behaviour (Al‐Hawari et al., 2019; Fluegge‐Woolf, 2014). Our study results were consistent with previous studies in other countries.…”