The golden mean: Research on the mechanism of customer participation in employee service innovation |
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| Affiliation: | 1. School of Management, Nanjing University of Posts and Telecommunications, Nanjing, Jiangsu, China;2. College of Business, Shanghai University of Finance and Economics, Shanghai, China;3. Business School, Tianjin University of Finance and Economics, Tianjin, China;1. Federal Institute of Education, Science and Technology of Rio Grande do Sul, Veranópolis, RS, Brazil;2. School of Management, Federal University of Rio Grande do Sul (UFRGS), Porto Alegre, RS, Brazil;3. Massachusetts Institute of Technology (MIT), Media Lab, Sociotechnical Systems Research Center, Cambridge, MA, USA;1. Department of Industrial and Information Management, Center for Innovative FinTech Business Models, National Cheng Kung University, Taiwan;2. Department of Industrial Management and Enterprise Information, Aletheia University, Taiwan;3. Department of Industrial and Information Management, National Cheng Kung University, Taiwan;1. Aeronautics Institute of Technology - ITA, Praça Marechal Eduardo Gomes 50, Vila das Acácias, São José dos Campos, SP, 12228-900, Brazil;2. Federal University of Goiás - UFG, Faculty of Science and Technology, Mucuri S/N - Setor Conde dos Arcos - Aparecida de Goiânia Campus, GO, 74968-755, Brazil;1. College of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, China;2. School of Business, Pusan National University, Busan, 46241, South Korea;1. Institut Français de la Mode, HeSam University, 36 Quai d''Austerlitz, 75013, Paris, France;2. Le Mans Université, Avenue Olivier Messiaen, 72085, Le Mans, France;3. Toulouse School of Management, 2 rue du doyen Gabriel Marty, 31042, Toulouse, France |
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| Abstract: | ![]()
Service innovation is of importance in achieving business success. This study aims to understand how customer participation affects employees' service innovation through zhongyong thinking and verify the moderating role of leadership empowerment in the service section. Data were collected through a paired questionnaire survey with 352 valid frontline employees and their superiors in the starred hotel industry. Multiple linear regressions and bootstrap analysis were performed to examine the hypotheses. The results indicate that customer participation is positively related to zhongyong thinking and service innovation, and zhongyong thinking partially mediates the main effect. In addition, service innovation is more substantial when leadership empowerment is high, and customer participation has a weaker impact on zhongyong thinking when leadership empowerment is low. This study contributes to the employee service innovation literature by confirming that customer participation and employees' zhongyong thinking play vital roles in the Chinese service context. This study also helps service managers understand that empowering their subordinates can facilitate employees' service innovation. |
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| Keywords: | Zhongyong thinking Service innovation Customer participation |
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