Fostering Frontline Employees’ Innovative Service Behavior: The Role of Workplace Friendship and Knowledge Sharing Process

Helmy, Irfan; Adawiyah, Wiwiek Rabiatul; Setyawati, Harini Abrilia

doi:10.2478/orga-2020-0012

Cited by 20 publications

(25 citation statements)

References 52 publications

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“…That is why companies are looking for passionate people who are willing to have fun and are ready to run the so-called "extra mile" to reach organisational goals (D'Amato & Tosca, 2019). That is especially true in the service industry where employees have to capture customers' needs and improve services innovatively (Helmy, Adawiyah, & Setyawati, 2020).…”

Section: Introductionmentioning

confidence: 99%

Hotel Branding Exposed: a Content Analysis of Related Organisational Values

2021

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Background/Purpose: This paper explores how organisational values can help to understand the interlinks of hotel brands and their hotel rating. The study assumes that the importance of organisational values in the service sector represents one of the key components of both growth and development of an organisation. Methods: Conceptual content analysis was used on the dataset of organisational values found on websites of the top 100 European hotel brands. Advanced network analytic procedures were applied to identify clustered dimensions of organisational values among various hotel brands. Results: Results identified shared organisational values among hotel brands clustered into four predominant dimensions: entrepreneurial, stakeholders, moral, and tradition. The study confirmed wide content variability of organisational values within the hotel brand industry. Conclusion: The cluster analysis identified clusters of the most important words from values statements, concluding that hotel brands highly value “entrepreneurial” and “ethical” clusters. The island analysis approach on hotel brands’ level also reveals that organisational values in this sector are determined by many factors, including the scale and market positioning. Our study provides theoretical and practical implications to hotel brand strategists in order to better understand their current and desired sector position.

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Section: Introductionmentioning

confidence: 99%

Hotel Branding Exposed: a Content Analysis of Related Organisational Values

2021

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“…Friendship in the workplace is the key facilitator in promoting innovative service behavior. A friendly work environment has a crucial role in developing new services and creating innovation opportunities (Helmy et al, 2020). Moreover, friendship in the workplace provides trust and emotional support to employees.…”

Section: Discussionmentioning

confidence: 99%

“…By solving problems and experimenting with different solutions, these quality interpersonal relationships can bring about more innovative behavior from employees (Kahn, 1990;Kim, 2020;Kratzer et al, 2006) affirmed that human interaction in an organization is an important factor for innovative behavior, this means that innovation depends on collaboration between the individuals of the organization. Moreover, friendship in the workplace as a social group motivates workers to share ideas and methods for solving problems or generating new services or products (Helmy et al, 2020;Berman et al, 2002) suggested that friendships in the workplace may help employees to experience a sense of belonging and involvement in the work environment, and to feel supported by their coworkers, thus maintaining a high level of psychological safety. This may be an indicator that the risks and costs of unsuccessful innovative behavior will be lower, and therefore, individuals are more likely to adopt innovative behavior.…”

Section: Mediating Role Of Psychological Safetymentioning

confidence: 99%

Do we need friendship in the workplace? The effect on innovative behavior and mediating role of psychological safety

Durrah

2022

Curr Psychol

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Employees spend a huge time of their lives at work. As a result, friendships are often formed between individuals in the workplace. Workplace friendship is a fundamental value of human nature. Forming friendships in the workplace is vital to increase satisfaction and engagement at work. The present study proposes and tests a theoretical framework to explore the workplace friendship mechanisms and their impact on the innovative behavior of employees in the Omani service sector, and to clarify the mediating role of psychological safety. The data was gathered from the employees of private service sector in Oman. An online questionnaire form was distributed to the participants and 405 valid questionnaires were analyzed by SmartPLS software using structural equation modeling. The results indicated that workplace friendship aspects namely, friendship opportunity and friendship prevalence positively affected innovative behavior. Furthermore, friendship prevalence was positively correlated in relation to psychological safety. However, psychological safety did not have a mediating role between workplace friendship and innovative behavior. The findings are meaningful for the academic research and also give some practical suggestions for managers from a new viewpoint for the evaluation of workplace friendship in the context of the service sector, in order to achieve psychological safety, and to promote the innovative behavior of employees in this sector.

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“…This sense of community encourages workers to help and exhibit good Samaritan attitudes through work support, citizenship, and innovative behaviors that align with the organization's goals and values. Spirituality supports the spirit of the employees by enhancing work meaning and employee engagement (Gotsis & Grimani, 2017;Helmy et al, 2020).…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

Antecedents of Service Innovative Behavior: The Role of Spiritual Leadership and Workplace Spirituality

Alfarajat

Emeagwali

2021

Organizacija

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Background: Managers in labor-intensive industries are facing challenges on how to encourage innovation, as services are mostly offered by employees and not machines. Intense competition in the service and hospitality industry calls for more innovative work behavior exhibition among employees, and the question on how enterprises can nurture innovative behavior remains unanswered. The objective of the research is to clarify the inter-relationship between spiritual leadership and workplace spirituality and how their collective effect can nurture employee service innovative behavior in the hospitality industry by drawing on relational energy theory. Methodology: Data were obtained using a survey quantitative research method based on a convenience sampling technique from (n = 867) employees working in four- and five-star Jordanian hotels. A partial least squares structural equation modeling (PLS-SEM) technique was applied to assess the proposed research model and hypotheses. Results: Findings from PLS-SEM show that spiritual leadership impacts and increases the level of workplace spirituality and service innovative behavior among employees. Workplace spirituality increases the level of service innovative behavior and mediates the relationship between spiritual leadership and service innovative behavior. Conclusion: Spiritual leadership and workplace spirituality initiatives and practices can be beneficial for hospitality enterprises in terms of service innovative behavior. Moreover, the key point is that hospitality HR practitioners should not only focus on selecting, training, and appointing leaders with spiritual characteristics, but also on creating a spiritual work atmosphere to enable employees to exhibit service innovative behaviors. The results did not only advance our knowledge concerning the nexus and importance of spirituality in the workplace, but also validates and reveals the importance of spirituality on innovative behavior in the Arabian context.

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Fostering Frontline Employees’ Innovative Service Behavior: The Role of Workplace Friendship and Knowledge Sharing Process

Cited by 20 publications

References 52 publications

Hotel Branding Exposed: a Content Analysis of Related Organisational Values

Hotel Branding Exposed: a Content Analysis of Related Organisational Values

Do we need friendship in the workplace? The effect on innovative behavior and mediating role of psychological safety

Antecedents of Service Innovative Behavior: The Role of Spiritual Leadership and Workplace Spirituality

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