“…First, tourism and hospitality has been one of the rapidly growing industries in Vietnam (Phuc and Nguyen, 2020). Second, characterized by high competitive intensity (Peco-Torres et al , 2021) and high environmental uncertainties (Javed et al , 2017), the hospitality industry is compelled to constantly find avenues to improve and innovate services in adaptation to the dynamic nature of its operating environment (Hassi, 2019). Third, the hospitality industry has realized and underscored the role of employee capability to develop innovative ideas in improving service quality (Javed et al , 2017).…”