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How transformational leadership fuels employees' service innovation behavior

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  • Ping-Jen Kao
  • Peiyu Pai
  • Tingling Lin
  • Jun-Yu Zhong

Abstract

Although there is a consensus that transformational leadership (TFL) is critical to successful service innovation behavior, the relationship between the two remains inconclusive. This study adopts a dual perspective approach that considers both motivational and social-political perspectives to further elicit the influence of TFL on the service innovation behavior of frontline employees. Using multiphase and multisource data from 269 employees and 1396 customers of hair salons, the results show that the perceived organizational climate for innovation, creative self-efficacy, and expected image gains fully mediate the relationship between TFL and employees' service innovation behavior. TFL positively influences employees' perceived organizational climate for innovation, which in turn enhances the service innovation behavior of employees through both motivational (i.e. creative self-efficacy) and social-political (i.e. expected image gains) mediating mechanisms. Surprisingly, expected image risks are found to have a non-significant relationship with service innovation behavior. We discuss implications of these findings with respect to innovation literature and management practice, as well as offer suggestions for further research.

Suggested Citation

  • Ping-Jen Kao & Peiyu Pai & Tingling Lin & Jun-Yu Zhong, 2015. "How transformational leadership fuels employees' service innovation behavior," The Service Industries Journal, Taylor & Francis Journals, vol. 35(7-8), pages 448-466, May.
    • Handle: RePEc:taf:servic:v:35:y:2015:i:7-8:p:448-466
    DOI: 10.1080/02642069.2015.1015519
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    Cited by:

    1. Diller, Markus & Asen, Martin & Späth, Thomas, 2020. "The effects of personality traits on digital transformation: Evidence from German tax consulting," International Journal of Accounting Information Systems, Elsevier, vol. 37(C).
    2. Yanchun Zhang & Junwei Zheng & Amos Darko, 2018. "How Does Transformational Leadership Promote Innovation in Construction? The Mediating Role of Innovation Climate and the Multilevel Moderation Role of Project Requirements," Sustainability, MDPI, vol. 10(5), pages 1-19, May.
    3. Michael Yao-Ping Peng & Cheng Xu & Rong Zheng & Yuan He, 2023. "The impact of perceived organizational support on employees’ knowledge transfer and innovative behavior: comparisons between Taiwan and mainland China," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-13, December.
    4. Ozlem Uzunsaf Yamak & Serife Zihni Eyupoglu, 2021. "Authentic Leadership and Service Innovative Behavior: Mediating Role of Proactive Personality," SAGE Open, , vol. 11(1), pages 21582440219, January.
    5. Delong Zhu & Waseem Bahadur & Muhammad Ali, 2023. "The effect of spiritual leadership on proactive customer service performance: The roles of psychological empowerment and power distance," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
    6. Akter, Shahriar & Babu, Mujahid Mohiuddin & Hossain, Md Afnan & Hani, Umme, 2022. "Value co-creation on a shared healthcare platform: Impact on service innovation, perceived value and patient welfare," Journal of Business Research, Elsevier, vol. 140(C), pages 95-106.

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