Research On The Influence Mechanism Of Inclusive Leadership Of Hospitality Industry On Service Innovation Behavior Of Hotel Front-line Employee

With the sharp increase of the number of hotels,the competition in the hospitality industry is becoming more and more intense.Moreover,due to the great abundance of material and individualized liberation,the standardized service and process of hotels can not meet the diversified and personalized needs of customers from different cultural backgrounds.All of these challenges the hotel industry.How to get competitive advantage under such a complex environment is a problem that is taken into account by every hotel.Researches have shown that service innovation is the key to the success of the hotel.As a result of face-to-face service delivery with customers and more understanding of customer needs,the service innovation of the front-line staff is an indispensable part of the hotel service innovation.However,there are few researches on the service innovation of front-line employees in the domestic hotel industry.Based on this,it is very necessary to study the service innovation behavior of the front-line employees in the hospitality industry.It has been found that most of the service innovation take place in a relaxed organizational atmosphere and are influenced by the leader-membership.In recent years,there have been more studies on the type of leadership in the academia,mostly focusing on the research of relationship leadership.Inclusive leadership is a"people-oriented" leadership style.This style of leadership can deal with the challenges which are posed by the new generation of staff to rules and managers,and better stimulate the creativity of the staff.Moreover,the inclusive leadership style can create a relaxed and free working atmosphere and meet the individual needs of the employees.Thus,it create a harmonious passion in the work.And the positive emotion transferred by the harmonious passion can better promote the creation of innovative behavior.The driving force of proactive personality will adjust the effect of harmonious passion upon employees' innovative behavior.According to the theory of social exchange and self-determination,this paper will further explore how inclusive leadership works for employee service innovation,trying to understand the working mechanism of inclusive leadership and employee service innovation,and providing the opinions about recruitment and management for hotel industry managers.On the basis of the research documents,this paper sets up a theoretical model for the innovative behavior of the employees with inclusive leadership.Secondly,taking the front-line service staff of the star rated hotels in Xiamen as the research object,collect data and carry out empirical analysis;finally,it summarizes the research limitations and puts forward the future research direction.The results of this study show that:(1)inclusive leadership has a significant positive impact on employee service innovation behavior;(2)harmonious passion plays an mediating role between inclusive leadership and employee service innovation behavior;(3)Proactive personality plays a regulatory role between harmonious passion and employee service innovation behavior,active personality is stronger,harmonious passion serves more innovation.