International Journal of Business and Social Science

ISSN 2219-1933 (Print), 2219-6021 (Online) DOI: 10.30845/ijbss

Frontline Employee Involvement and High-star Hotel Service Innovation Quality
Ruling Zhang, Zengrui Tian

This study hypothesizes and empirically tests the influence of involvement of frontline employees in ideation process on high-star hotel service innovation quality. Based on data from 209 service innovation projects in Chinese high-star hotel organizations, the empirical results indicate that frontline employee involvement in, respectively, idea generation and idea application both improve the quality of high-star hotel service innovation. We find that the positive effect of frontline employee involvement is stronger under the condition of higher organizational commitment.The key and general managerial implication of the findings is that high-star hotel organizations are inspired to involve frontline employees in the idea generation processes of organizational commitment projects, in order to improve innovation quality.

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