Improving frontline service employees' innovative behavior using conflict management in the hospitality industry: The mediating role of engagement

By Hyo Sun Jung, Hye Hyun Yoon. Tourism Management, 2018

116 citations recorded by the source corpus.

Abstract Conflict within an organization is inescapable. However when frontline hotel employees can overcome conflicts their levels of engagement can increase and innovative behavior may emerge. The purpose of this study was to verify that the conflict management, as perceived by frontline employees, significantly affects their levels of engagement and innovative behavior. The results support this notion. Further, in the sample of 383, those employees expressing a high level of engagement were more likely to engage in innovative behavior. Also, employee engagement fully mediated the relationship between conflict management climate and innovative behavior. These findings have important implications for managing conflict management in the hospitality industry. Finally, limitations and future research directions are also discussed.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/9846ce10f4bad47cd1ad9f70e49de6202b5e5b40