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Reinventing Service Climate in Hotels by the Role of Innovative Environment and Dynamic Capability

Year: 2024

Type: article

Abstract: Rebuilding the post–COVID-19 damaged hospitality business has revealed myriad problems in organizational management. The hotel industry is having difficulty re-creating, maintaining, or even strengthening the service climate after the turbulence in the industry workforce caused by the pandemic. In this study, the authors addressed this neglected issue by proposing that external forces will be the best means of reestablishing the service climate in the resilient hotel businesses. An innovation-supporting environment and dynamic capability can be potential mediators of this relationship. Using the experience of Indonesian hotels, the authors explored these relationships by obtaining data from 329 managers from 77 hotels and conducting a path analysis using partial-least-square structural-equation modelling. The findings support all direct and mediating relationships, in addition to the external forces to service climate. Future studies can enhance global understanding of these issues by presenting a cross-country experience in a confirmatory analysis.

Source: International Journal of Asian Business and Information Management

DOI: 10.4018/ijabim.361581

Authors: Amir Mahmud, Kannapat Kankaew, Alim Syariati

Institutions: Burapha University, Universitas Muslim Indonesia, Universitas Islam Negeri Alauddin Makassar

Language: English

Topic: Management and Organizational Practices

Subfield: Strategy and Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Decent work and economic growth

Open Access status: diamond

OpenAlex ID: W4404583078

FWCI:

Cites: 70

Cited by:

Related to: 10