A TWO-PATH MECHANISM CUSTOMER-DRIVEN HOTEL EMPLOYEE SERVICE INNOVATIONS: THE ROLE OF ORGANIZATION OPENNESS

Feng Zeng Xu, Emily Ma, Yun Zhang

LanguageENG
URLhttp://db.koreascholar.com/Article/Detail/401164

Download

Global Marketing Conference

2020 Global Marketing Conference at Seoul (2020.11)
pp.710-714

글로벌지식마케팅경영학회 (Global Alliance of Marketing & Management Associations)

Keyword

service innovations customer-employee exchange creative role identity organization openness.

Table Content

ABSTRACT
INTRODUCTION
LITERATURE REVIEW
    Social Exchanges between Customers and Employees
    Direct Path: Customer-employee Exchange and Employee Service Innovation
    Indirect Path: Creative Role Identity as a Mediator
    The Moderating Role of Organization Openness
METHOD AND RESULTS
    Measurements and Data Collection
    Reliability and Measurement Model
    Hypothesis Testing
DISCUSSION AND IMPLICATIONS
REFERENCES

Author

Feng Zeng Xu(Shandong University)
Emily Ma(University of Massachusetts)
Yun Zhang(Shandong University)

KOREASCHOLAR

A TWO-PATH MECHANISM CUSTOMER-DRIVEN HOTEL EMPLOYEE SERVICE INNOVATIONS: THE ROLE OF ORGANIZATION OPENNESS