Translating Transformational Leadership and Organizational Innovativeness Into Creative Customer Behavior: Underlying Processes and Boundary Conditions

IF 3.4 4区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Cornell Hospitality Quarterly Pub Date : 2023-06-26 DOI:10.1177/19389655231182091

Taeshik Gong, L. Nanu, L. H. Le, F. Ali

引用次数: 0

Abstract

This study investigates the mediating roles of customer engagement and customer depletion as well as the moderating role of an innovative climate on the relationship between organizational innovativeness generated from transformational leadership and creative customer behavior in the hospitality industry. A multilevel path analysis is conducted using a data set comprising 62 managers, 269 employees, and 681 customers from a South Korean restaurant chain. The findings show that transformational leadership in restaurants increases organizational innovativeness, which indirectly influences creative customer behavior through customer engagement and depletion. An innovative climate also moderates these causal relationships. This study integrates the service-dominant logic framework into research on innovation and creativity to better understand the role and impact of customers in cultivating innovation and creativity.

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将变革性领导和组织创新转化为创造性客户行为：基本过程和边界条件

本研究调查了客户参与和客户流失的中介作用，以及创新氛围对酒店业转型领导产生的组织创新性与创造性客户行为之间关系的调节作用。使用由62名经理、269名员工和681名来自韩国连锁餐厅的顾客组成的数据集进行了多层次路径分析。研究结果表明，餐厅的变革型领导提高了组织创新性，而组织创新性通过顾客参与和消耗间接影响顾客的创造性行为。创新的气候也缓和了这些因果关系。本研究将服务主导逻辑框架纳入创新和创造力研究，以更好地理解客户在培养创新和创造力方面的作用和影响。

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

Cornell Hospitality Quarterly Multiple-

CiteScore

8.50

自引率

2.90%

发文量

期刊介绍： Cornell Hospitality Quarterly (CQ) publishes research in all business disciplines that contribute to management practice in the hospitality and tourism industries. Like the hospitality industry itself, the editorial content of CQ is broad, including topics in strategic management, consumer behavior, marketing, financial management, real-estate, accounting, operations management, planning and design, human resources management, applied economics, information technology, international development, communications, travel and tourism, and more general management. The audience is academics, hospitality managers, developers, consultants, investors, and students.