Fostering Frontline Employees’ Innovative Service Behavior: The Role of Workplace Friendship and Knowledge Sharing Process

IF 1.5 Q3 MANAGEMENT

Organizacija Pub Date : 2020-01-08 DOI:10.2478/orga-2020-0012

Irfan Helmy, W. R. Adawiyah, Harini Abrilia Setyawati

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引用次数: 12

Abstract

Abstract Background and purpose: The hospitality industries need to create benevolent work environment and social activities that stimulate frontline service employees (FLEs) innovative behavior. Drawing on social capital theory, this study aims to examine the influence of workplace friendship on promoting FLEs’ innovative service behavior. This study also examines the mediating role of knowledge sharing process (knowledge collecting and knowledge donating) on the relationship between workplace friendship and FLEs’ innovative service behavior. Design/Methodology/Approach: For data collection, the convenience sampling method is applied to survey 163 frontline employees in 3- and 4-stars tourist hotels located in Yogyakarta, Indonesia. The present study performed structural equation modelling (PLS-SEM) software Smart-PLS v3.0 to test the hypotheses. Results: The result showed that workplace friendship has significant influence on FLEs’ innovative service behavior. Also, this study empirically found that workplace friendship influence FLEs’ innovative service behavior directly and indirectly trough knowledge collecting. Interestingly, knowledge donating has insignificant effect on FLEs innovative service behavior. Conclusion: We conclude that workplace friendship could create a favorable work environment that fostering FLEs innovative service behavior trough knowledge sharing process. Therefore, this research adds to the body of knowledge by pointing out the influence of workplace friendship and knowledge sharing process on FLEs innovative service behavior. This present study also provides the human resource practice regarding how to nurturing workplace friendship that stimulates FLEs innovative work behavior.

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培养一线员工创新服务行为:职场友谊与知识共享过程的作用

摘要背景和目的：酒店业需要创造良好的工作环境和社会活动，激发一线服务员工的创新行为。运用社会资本理论，本研究旨在考察职场友谊对外语外贸企业创新服务行为的促进作用。本研究还考察了知识共享过程（知识收集和知识捐赠）对职场友谊与FLE创新服务行为之间关系的中介作用。设计/方法/方法：为了收集数据，采用方便抽样法对位于印度尼西亚日惹的三星级和四星级旅游酒店的163名一线员工进行了调查。本研究使用结构方程建模（PLS-SEM）软件Smart PLS v3.0来检验假设。结果：职场友谊对外语教师创新服务行为有显著影响。此外，本研究还实证发现，工作场所友谊通过知识收集直接和间接地影响外语教师的创新服务行为。有趣的是，知识捐赠对中小企业创新服务行为的影响并不显著。结论：工作场所友谊可以通过知识共享过程创造一个良好的工作环境，培养外语教学工作者的创新服务行为。因此，本研究通过指出职场友谊和知识共享过程对FLE创新服务行为的影响来补充知识。本研究还提供了关于如何培养职场友谊的人力资源实践，以激发FLE的创新工作行为。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Organizacija MANAGEMENT-

CiteScore

3.50

自引率

15.80%

发文量

审稿时长

16 weeks

期刊介绍： Organizacija (Journal of Management, Information Systems and Human Resources) is an interdisciplinary peer reviewed journal that seeks both theoretical and practical papers devoted to managerial aspects of the subject matter indicated in the title. In particular the journal focuses on papers which cover state-of art developments in the subject area of the journal, its implementation and use in the organizational practice. Organizacija is covered by numerous Abstracting & Indexing services, including SCOPUS.