Innovative behavior motivations among frontline employees: The mediating role of knowledge management |
| |
| Institution: | 1. Department of Management & Marketing, College of Business, Louisiana State University Shreveport, Shreveport, LA 71115, USA;2. Department of Hotel Airline Service & Tourism, Jeonnam State University, 152 Juknokwon-ro, Damyang-eup, Damyang-gun, Jeonnam 57337, South Korea;3. Soongsil Hospitality, Soongsil University, 369 Sangdo-Dong, Dongjak-Ku, Seoul, South Korea;1. School of Economics and Management, Inner Mongolia University of Technology, Huhhot, Inner Mongolia, China;2. School of Tourism Management, Sun Yat-Sen University, Tangzhou Rd. 1, Zhuihai Campus, Zhuhai, China;3. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, 17 Science Museum Rd, Kowloon, Hong Kong, China;4. Oxford School of Hospitality Management, Business School, Oxford Brookes University, Oxford OX3 0BP, United Kingdom;1. Division for Management in Health and Sport Tourism, UMIT Tirol - Private University for Health Sciences, Medical Informatics and Technology, Eduard-Wallnöfer-Zentrum 1, 6060 Hall in Tirol, Austria;2. Department of Strategy, Excelia Business School – CERIIM, 102 Rue de Coureilles, 17000 La Rochelle, France;3. Department of Strategy, Marketing and Tourism, University of Innsbruck, Karl-Schönherr-Straße 3, 6020 Innsbruck, Austria;1. College of Management and Economics, Tianjin University, 92 Weijin Street, Tianjin, China;2. Department of Integrated Resort and Tourism Management, Faculty of Business Administration, University of Macau, Macao, China;3. Asia-Pacific Academy of Economics and Management, Faculty of Business Administration, University of Macau, Macao, China;4. College of Tourism and Service Management, Nankai University, 38 Tongyan Road, Tianjin, China;1. Faculty of Business Administration, University of Macau, Macau, China;2. School of Hospitality Management, Macao Institute for Tourism Studies, F201A Colina de Mong-Ha, Macao, China;3. School of Tourism Management, Sun Yat-Sen University, Tangzhou Rd. 1, Zhuhai, China |
| |
| Abstract: | Labor-intensive industries face challenges when designing innovative, customer-oriented service strategies at the employee level, since service is mainly produced and delivered to customers not by technology or machines but by human resources. In other words, the role of frontline employees is particularly critical in customers’ belief formation of whether a service company is innovative or not. Therefore, this study was conducted to formulate and investigate the psychological process of frontline employees’ innovative behaviors. To achieve the purpose, this study collected data from frontline employees in Seoul and Gyeonggi-do, South Korea. This study contributes to the motivation literature in human resources management by adapting and considering a marketing approach based on three aspects of motivation: global, contextual, and situational. This study also examined whether motivation factors may increase knowledge-management capabilities and subsequently stimulate innovative behaviors, which are critical to the successful implementation of service improvements among frontline employees. |
| |
| Keywords: | Motivation Knowledge management Innovation Service Self-determination theory |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
