| With the fierce competition in hotel industry,successful service innovation has been the core competitiveness and helps enterprises win competitions.As a provider of service products,the front-line staffs have more opportunities to interact with customers,listen to the opinions of the guests and know the needs of customers.It will affect customer satisfaction and loyalty if they are able to provide high-quality personalized service by improving the service process or changing the service mode according to customer's demands.Therefore,how to stimulate employees' innovative behavior has been one of the important means to win the core competitiveness.However,in the daily work,the employee's service innovation behavior is seldom receiving attention and support from directors.Meanwhile,Scholars have focus on the organizational level of service innovation.Moreover,there is no enough research on the relationships among the organizational innovation climate,work value and front-line staffs.Consequently,the major purposes of this research are as follows:This research is to explore the impact of organizational innovation climate and work value on hotel front-line staffs' innovation behavior and the inside mechanism among them.With the help of my friends,I handed out 300 questionnaires to the front-line staffs of four-star and five-star hotel in Quan Zhou,and got 205 valid questionnaires in the end.The author tests data quality and research hypothesis in virtue of SPSS statistical software.The major research findings are stated as follows:Firstly,hotels' innovational climate has positive and direct influence on front-line staffs' innovation behavior;Secondly,Work value regulates the relationship between organizational innovation climate and staffs' innovation behavior;Finally,The empirical research confirms the theoretical model proposed in this study.This study provides a reference to promote innovation behavior of hotel employees. |
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