Improving frontline service employees' innovative behavior using conflict management in the hospitality industry: The mediating role of engagement |
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| Institution: | 1. Center for Converging Humanities, Kyung Hee University, 26 Kyungheedae-ro, Dongdaemun-gu, Seoul, 02447, Republic of Korea;2. College of Hotel & Tourism Management, Kyung Hee University, 26, Kyungheedae-ro, Dongdaemun-gu, Seoul, 02447, Republic of Korea;1. Faculty of Management, Department of Accounting, Finance & Economics, Bournemouth University, 89 Holdenhurst Road, Bournemouth, BH8 8EB, United Kingdom;2. Dipartimento di Scienze Sociali ed Economiche, Sapienza University of Roma, P.le Aldo Moro 5, 00185, Roma, Italy;1. School of Biological, Earth and Environmental Sciences, UNSW Sydney, Sydney, 2052, Australia;2. Department of Geography, Texas A&M University, TX, USA;3. Faculty of Science, University of Windsor, Windsor, Canada |
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| Abstract: | Conflict within an organization is inescapable. However when frontline hotel employees can overcome conflicts their levels of engagement can increase and innovative behavior may emerge. The purpose of this study was to verify that the conflict management, as perceived by frontline employees, significantly affects their levels of engagement and innovative behavior. The results support this notion. Further, in the sample of 383, those employees expressing a high level of engagement were more likely to engage in innovative behavior. Also, employee engagement fully mediated the relationship between conflict management climate and innovative behavior. These findings have important implications for managing conflict management in the hospitality industry. Finally, limitations and future research directions are also discussed. |
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| Keywords: | Conflict management Engagement Innovative behavior Frontline employee Hospitality industry |
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