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The Relationship Between Job Satisfaction and Service Innovative Behavior: An Exploratory Analysis of Frontline Hospitality Employees in Germany

Raiser, Axana LU (2016) SMMM20 20161
Department of Service Management and Service Studies
Abstract
Purpose: The study aims to examine the relationship between job satisfaction and service innovative behavior by means of social exchange theory. In order to gain a thorough understanding of these constructs, this aim is complemented by an exploration of the determinants of job satisfaction as well as frontline employees’ role in service innovation processes. The study focuses on frontline hospitality employees in Germany.
Methodology: By applying exploratory sequential mixed methods, both qualitative and quantitative methods are carried out. First, three qualitative focus groups are conducted to determine the main determinants of job satisfaction. Subsequently, this data is implemented in a quantitative online survey, which serves to... (More)
Purpose: The study aims to examine the relationship between job satisfaction and service innovative behavior by means of social exchange theory. In order to gain a thorough understanding of these constructs, this aim is complemented by an exploration of the determinants of job satisfaction as well as frontline employees’ role in service innovation processes. The study focuses on frontline hospitality employees in Germany.
Methodology: By applying exploratory sequential mixed methods, both qualitative and quantitative methods are carried out. First, three qualitative focus groups are conducted to determine the main determinants of job satisfaction. Subsequently, this data is implemented in a quantitative online survey, which serves to identify employees’ role in service innovation processes as well as to examine the relationship between job satisfaction and service innovative behavior.
Findings: In accordance to social exchange theory, a medium positive correlation between overall job satisfaction and service innovative behavior indicates that frontline employees, who are more satisfied with their jobs, are more likely to reciprocate by becoming service innovative in the workplace. For this social exchange to be successful, certain requirements in regard to available resources and social support are necessary.
Originality/value: The study contributes in the field of organizational research and addresses gaps in regard to frontline employees’ job satisfaction and service innovative behavior. Practical implications include benefits for employees, customers and hospitality organizations as a whole. (Less)
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author
Raiser, Axana LU
supervisor
organization
course
SMMM20 20161
year
type
H2 - Master's Degree (Two Years)
subject
keywords
Job satisfaction, service innovative behavior, frontline employees, hospitality industry, social exchange theory, Germany
language
English
id
8902337
date added to LUP
2017-06-28 16:08:44
date last changed
2017-06-28 16:08:44
@misc{8902337,
  abstract     = {Purpose: The study aims to examine the relationship between job satisfaction and service innovative behavior by means of social exchange theory. In order to gain a thorough understanding of these constructs, this aim is complemented by an exploration of the determinants of job satisfaction as well as frontline employees’ role in service innovation processes. The study focuses on frontline hospitality employees in Germany.
Methodology: By applying exploratory sequential mixed methods, both qualitative and quantitative methods are carried out. First, three qualitative focus groups are conducted to determine the main determinants of job satisfaction. Subsequently, this data is implemented in a quantitative online survey, which serves to identify employees’ role in service innovation processes as well as to examine the relationship between job satisfaction and service innovative behavior.
Findings: In accordance to social exchange theory, a medium positive correlation between overall job satisfaction and service innovative behavior indicates that frontline employees, who are more satisfied with their jobs, are more likely to reciprocate by becoming service innovative in the workplace. For this social exchange to be successful, certain requirements in regard to available resources and social support are necessary.
Originality/value: The study contributes in the field of organizational research and addresses gaps in regard to frontline employees’ job satisfaction and service innovative behavior. Practical implications include benefits for employees, customers and hospitality organizations as a whole.},
  author       = {Raiser, Axana},
  keyword      = {Job satisfaction,service innovative behavior,frontline employees,hospitality industry,social exchange theory,Germany},
  language     = {eng},
  note         = {Student Paper},
  title        = {The Relationship Between Job Satisfaction and Service Innovative Behavior: An Exploratory Analysis of Frontline Hospitality Employees in Germany},
  year         = {2016},
}