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Abstract

This study aims to explore the impact of Employee Service Innovation Behavior (ESIB) on New Service Development (NSD) among hotels’ employees. A research model was proposed in which one hypothesis was developed. The empirical data were collected from employees who are working in four- and five-star hotels in Jordan. A total of 332 questionnaires were returned and the data were analyzed using a single regression to determine the relationship between ESIB and NSD. The results supported the proposed model that there is a significant relationship between ESIB and NSD, and it also found that service innovation performance is exited in the hotel industry. The theoretical and managerial implications were drawn based on the study findings, and recommendations for future researchers were made, and limitations and conclusions are discussed.

Keywords

Employee service innovation behavior New service development Hotels.

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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors retain the copyright without restrictions for their published content in this journal. IJTHR is a Sherpa Romeo Journal. 

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How to Cite
Al-Ababneh, M. M. (2015). Employees’ Service Innovation Behavior and New Service Development in Four- and Five-Star Hotels. International Journal of Tourism & Hospitality Reviews, 1(1), 13-22. https://doi.org/10.18510/ijthr.2014.113
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