Author(s)

Zuju Yao ¹

Affiliation(s)

¹ School of Business Administration, Guizhou University of Finance and Economics, Guiyang, Guizhou, 550025, China

Corresponding Author

Zuju Yao

ABSTRACT

Under the demand for high-quality development in the service industry, service innovation behavior has become crucial for enhancing corporate competitiveness. A review of the literature reveals that academia has not yet reached a unified definition of service innovation behavior. Its concept has evolved from "product innovation" to "technology-process-ecology collaborative innovation," and measurement tools have gradually been iterated and optimized from early scales. Research on influencing mechanisms has focused on leadership, organizational, and individual factors, including leadership style, knowledge-sharing climate, and psychological capital. However, there is a lack of targeted discussions on resource interaction mechanisms and the context of high-end service industries. Future research should deepen localized theoretical construction, focus on emerging contexts of digitalization and greenization, strengthen industry-university-research collaboration to promote achievement transformation, and provide more adaptable theoretical support for innovation practices in the service industry.

KEYWORDS

Service Innovation Behavior, Connotative Characteristics, Influencing Factors

CITE THIS PAPER

Zuju Yao, A Literature Review on Service Innovation Behavior. Accounting and Corporate Management (2025) Vol. 7: 92-96. DOI: http://dx.doi.org/10.23977/acccm.2025.070313.

REFERENCES

[1] Prentice, C., Dominique Lopes, S., Wang, X. The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. J. Hosp. Mark. Manag,2020,29 (7), 739–756.
[2] Chuang C H , Liao H .Strategic human resource management in service context: taking care of business by taking care of employees and customers[J]. Personnel Psychology,2010,63( 1) : 153—196.
[3] Karim S.Modularity in Organizational Structure: The Reconfiguration of Internally Developed and Acquired Business Units[J].Strategic Management Journal,2006,27( 9) : 799-823.
[4] Matzner M , Pauli T , Marx E ,et al.Transitioning to Platform-based Services and Business Models in a B2B Environment[J]. SMR - Journal of Service Management Research, 2021, 5(3):143-162, DOI:10. 15358/2511-8676-2021-3-143.
[5] Ulfat S, Moazzam A, Salman Y .Organizational Innovation Management: Traces from Previous Literature[J].Global Social Sciences Review, 2022,DOI:10.31703/gssr.2022(vii-ii).36.
[6] Pelegrina J , Mello A M D , Souza J V R D ,et al.Managing peer-to-peer on-demand mobility service ecosystems to create shared value[J].International Journal of Automotive Technology and Management, 2024, 24(3):335-357. DOI:10.1504/IJATM.2024.142572.
[7] Hipp C,Tether B S, Miles I. The incidence and effects of innovation in services: evidence from Germany[J]. International Journal of Innovation Management,2000,4( 4) : 417—453.
[8] Kim T T , Lee G .Hospitality employee knowledge-sharing behaviors in the relationship between goal orientations and service innovative behavior[J].International Journal of Hospitality Management, 2013, 34(Complete):324-337. DOI:10.1016/j.ijhm.2013.04.009.
[9] Garg S, Dhar R. Employee service innovative behavior: The roles of leader-member exchange (LMX), work engagement,and job autonomy[J]. International Journal of Manpower, 2017,38(2): 242-258.
[10] Kao P J , Pai P , Lin T ,et al. How transformational leadership fuels employees’service innovation behavior[J]. The Service Industries Journal, 2015, 35(7/8): 448-466.
[11] Sun X, Li K, Liu Y. "Money is not everything, but without money, everything is nothing!" The detrimental impact of financial scarcity mindset on service innovation behavior among hospitality employees[J]. Tourism Management, 2025, 110: 105192.
[12] Zhao H, Chen Y, Zhao S, et al. Green inclusive leadership and hospitality employees' green service innovative behavior in the Chinese hospitality context: The roles of basic psychological needs and employee traditionality[J]. International Journal of Hospitality Management, 2024, 123: 103922.
[13] Matear S,Gray B J,Garrett T. Market orientation, brand investment, new service development, market position and performance for service organizations[J]. International Journal of Service Industry Management,2004,15(3 /4) :284 – 301.
[14] Scott S G. ,Bruce R A. Determinants of innovative behavior: A path model of individual innovation in the workplace [J].Academy of Management Journal,1994,37 (3) :580 — 607.
[15] Dimitriades Z S. The Influence of Service Climate and Job Involvement on Customer—Oriented Organizational Citizenship Behavior in Greek Service Organizations: A Survey[J]. Employee Relations,2007,29( 5) : 469—491.
[16] Yang J, Liu F, Huang Y, et al. Workplace fun and employees’service innovative behavior: The role of task crafting and manager support for fun[J]. International Journal of Hospitality Management, 2024, 121: 103799.
[17] Liang, X., Guo, G., Shu, L., Gong, Q., Luo, P. Investigating the double-edged sword effect of AI awareness on employee's service innovative behavior[J]. Tourism management,2022,92, 104564.
[18] Wang, A. C., & Cheng, B. S. When does benevolent leadership lead to creativity? The moderating role of creative role identity and job autonomy. Journal of Organizational Behavior, 2010,31(1), 106–121.
[19] Catherine,A.R.,Ulrich,S. The roles of supervisory support behavior and environmental policy in employee "Eco—nitiatives" at leading edge european companies[J]. Academy of Management Journal,2000,43(4) : 605 -626.
[20] Gong Y, Huang J C, Farh J L. Employee learning orientation, transformational leadership, and employee creativity: The mediating role of employee creative self-efficacy[J]. Academy of Management Journal, 2009, 52(4): 765-778.
[21] Sousa C M P, Coelho F. Exploring the relationship between individual values and the customer orientation of front- line employees[J]. Journal of Marketing Management, 2013, 29(15/16): 1653-1679.
[22] Rao Y, Yang M, Yang Y. Knowledge sharing, organizational learning and service innovation in tourism[J]. Journal of Service Science and Management, 2018, 11(5): 510-526.
[23] Zhang X, Bartol K M. Linking empowering leadership and employee creativity: The influence of psychological empowerment,intrinsic motivation, and creative process engagement[J]. Academy of Management Journal, 2010, 53(1): 107-128.
[24] Pieterse A N, Van Knippenberg D, Schippers M,et al. Transformational and transactional leadership and innovative behavior: The moderating role of psychological empowerment[J]. Journal of Organizational Behavior, 2010, 31(4): 609-623.
[25] Hirst G, Van Knippenberg D, Chen C, et al. How does bureaucracy impact individual creativity? A cross-level investigation of team contextual influences on goal orientation- creativity relationships[J]. Academy of Management Journal, 2011, 54(3):624-641.
[26] Chou C Y, Huang C H, Lin T A. Organizational intellectual capital and its relation to frontline service employee innovative behavior: Consumer value co- creation behavior as a moderator[J]. Service Business, 2018, 12(4): 663-684.
[27] Shin S J, Jeong I, Bae J. Do high- involvement HRM practices matter for worker creativity? A cross-level approach [J].The International Journal of Human Resource Management, 2018,29(2): 260-285.
[28] Hoang, G., Luu, T.T., Du, T., Nguyen, T.T. Can both entrepreneurial and ethical leadership shape employees' service innovative behavior[J]? J. Serv. Mark,2023,37 (4), 446–463.
[29] Rasheed M I, Hameed Z, Kaur P, et al. Too sleepy to be innovative? Ethical leadership and employee service innovation behavior: A dual-path model moderated by sleep quality[J]. Human Relations, 2024, 77(6): 739-767.
[30] Boekhorst, J.A., Halinski, M., Good, J.R. Fun, friends, and creativity: A social capital perspective[J]. J. Creat. Behav,2021,55 (4), 970–983.

Sponsors, Associates, and Links

---

• Information Systems and Economics
  
  
• Accounting, Auditing and Finance
  
  
• Industrial Engineering and Innovation Management
  
  
• Tourism Management and Technology Economy
  
  
• Journal of Computational and Financial Econometrics
  
  
• Financial Engineering and Risk Management
  
  
• Social Security and Administration Management
  
  
• Population, Resources & Environmental Economics
  
  
• Statistics & Quantitative Economics
  
  
• Agricultural & Forestry Economics and Management
  
  
• Social Medicine and Health Management
  
  
• Land Resource Management
  
  
• Information, Library and Archival Science
  
  
• Journal of Human Resource Development
  
  
• Manufacturing and Service Operations Management
  
  
• Operational Research and Cybernetics