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Title: Linking customer-employee exchange and employee innovative behavior
Authors: Li, M 
Hsu, CHC 
Issue Date: Jul-2016
Source: International journal of hospitality management, July 2016, v. 56, p. 87-97
Abstract: Employee innovative behaviors lay the foundation for organizational innovation and are of importance to business success, especially for service firms. Although these innovative behaviors are performed at the individual level, employees still need to have frequent exchanges with others, such as customers. As there is little research investigating customer-employee exchange (CEX) and its influence on employee innovative behavior in services, this study aims to fill this gap in a hotel context. The results of a survey with 180 respondents indicate that both the solidarity and harmonization components of CEX have positive effects on employee innovative behavior, yet the information exchange between customers and employees does not significantly influence employee innovation. Also, higher level of CEX leads to higher level of perceived social psychological climate for innovation. The mediating effect of social psychological climate in the relationship between CEX and employee innovative behavior is partially supported. The findings contribute to the understanding of the role of social exchanges in facilitating employee innovative behavior and provide implications for the management of employee innovative behavior in hospitality firms.
Keywords: Customer-employee exchange
Employee innovative behavior
Information exchange
Social psychological climate
Publisher: Pergamon Press
Journal: International journal of hospitality management 
ISSN: 0278-4319
EISSN: 1873-4693
DOI: 10.1016/j.ijhm.2016.04.015
Rights: © 2016 Elsevier Ltd. All rights reserved.
© 2016. This manuscript version is made available under the CC-BY-NC-ND 4.0 license
The following publication Li, M., & Hsu, C. H. C. (2016). Linking customer-employee exchange and employee innovative behavior. International Journal of Hospitality Management, 56, 87-97 is available at
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