Study On The Relationship Between Employees’ Knowledge-Sharing And Service Innovation In High-star Hotels

The service quality of hotels is always an important factor which is directly related to hotels’sustainable development. However, with the dramatic growth of hotels’quantities and scales, the service quality is facing a serious challenge, particularly the standardized service provided by hotels, which has more and more difficulties to meet the ever-growing customer demand for personalization and diversification. As more emphasis has been put upon service quality management, service innovation has become a focus in the circle of theory and practice hoping for offering customers a "satisfaction plus surprise" experience. Although many factors cause service innovation, employees, as hotels’core assets, play a definitely crucial role in service innovation. Thus, the knowledge sharing culture must be built by hotels with priority to boost the performance of service innovation, which, in turn, satisfies customers as far as possible and finally ensure the sustainable development of hotels.Based on literature review, investigation and statistic analysis, the paper aims to propose a theoretically integrated framework deciphering the relationship between employees’knowledge-sharing and service innovation performance within high-star hotels, and to analyse the path on which motive causes of knowledge share influence the performance of service innovation by exerting impact on employees’willingness and action to share. Firstly, through literature review and summary on knowledge management, knowledge sharing, service innovation and research models, the paper constructs the conceptual frame of hotel knowledge sharing. Secondly, the measures of variables are designed through interview with experts, customers and employees. Finally, by analysing the272research data with SPSS17.0&AMOS7.0, the hypotheses are examined and the research model is modified. The five conclusions the paper has got are as follows:①two personal factors (altruism and individual emotional commitment to organization) and an organizational factor (leadership support) significantly influence the process of knowledge share;②organizational incentive significantly influences knowledge donating, and the application of information and communication technology has positive correlation with knowledge collecting;③one personal factors (selfefficacy) has the close contact with, but do not predict the process of knowledge share;④the process of knowledge share exerts significantly positive effect on service innovation performance;⑤different characteristics hotel individuals have lead to different perceptions on the knowledge sharing enablers, processes, and service innovation performance, in which the age, education, working experience, department, position are six main factors. Finally, the management advices have been proposed to build the knowledge sharing culture, including recruiting staff who are willing to share, strengthening internal training, building the "employee-oriented" core values, improving the incentive system, establishing the knowledge-sharing platform through information and communication technologies.