Motivated or empowering antecedents to drive service innovation?

• Published in: The Service industries journal Vol. 37; no. 1; pp. 5 - 30
• Main Authors: Hsiao, Chan, Lee, Yi-Hsuan, Hsu, Hao-Hsin
• Format: Journal Article
• Language: English
• Published: London Routledge 02.01.2017; Taylor & Francis Ltd
• Subjects: Empowerment; motivation; positive psychological capital; Service innovation
• ISSN: 0264-2069; 1743-9507
• DOI: 10.1080/02642069.2017.1284203

Which type of antecedents, motivated or empowering, can stimulate service innovation? We choose the empowering (team and worker empowerment) and motivated variables (creative self-efficacy and intrinsic motivation) as the four antecedents to investigate how they influence service innovation. Positive psychological capital (PPC) was chosen as a key mediator to examine whether the four antecedents have impacts on service innovation through PPC. Hierarchical linear modeling was adopted for analyses. This study provided the following findings: (a) the empowering factors have no positive effects on service innovation. (b) The motivated factors have significantly positive effects on service innovation. (c) PPC completely mediated the relationship between the empowering factors and service innovation and partially mediated the relationship between the motivated factors and service innovation. Our findings suggest that motivated factors have significantly positive influences on service innovation compared with empowering factors. We also confirm PPC as the mediating mechanism to stimulate service innovation.