Organizational commitment

Mechanism (biology)

Marketing

Engineering

Philosophy

Service (business)

Social psychology

Citizenship

Social exchange theory

Public relations

Economics

Business

Organizational citizenship behavior

Mechanical engineering

Psychology

Thriving

Politics

Management

Political science

Work (physics)

Psychotherapist

Epistemology

Sociology

Organizational change

Public administration

Service oriented

Social science

Journal of Hospitality and Tourism Management

Building upon self-determination theory and social exchange theory, this study proposes a research framework and examines the formation of service innovation performance. Data was collected during the COVID-19 pandemic in 2021. A total of 374 hotel employees from 92 departments were collected in Taiwan. The results revealed that both leader-member exchange (LMX) and coworker support exert positive effects on thriving at work and change-oriented organizational citizenship behavior (OCB). Besides, thriving at work exerted positive effects on change-oriented OCB, and change-oriented OCB exerted positive effects on service innovation performance. Furthermore, thriving at work partially mediated (1) the relationship between LMX and change-oriented OCB, and (2) the relationship between coworker support and change-oriented OCB.

Formation of hotel employees’ service innovation performance: Mechanism of thriving at work and change-oriented organizational citizenship behavior