An investigation of the factors affecting service innovation performance of employees in an international hotel chain

In this thesis, it is aimed to investigate the factors affecting service innovation performance in an international hotel chain located in Izmir province. In order to achieve this aim, data were collected from 186 employees of the hotel in İzmir. A hundred eighteen questionnaires out of 186 questionnaires were used in the data analysis. The knowledge sharing scale, team culture scale and service innovation performance scale in the questionnaire were obtained from Hu et al. (2004) and Tepeci and Onag (2013). The employee cooperation scale was adapted from Ordanini and Parasuraman (2010). The items in the scales were answered in 7-point Likert-type grading format. As a result of the factor analysis obtained with the data collected, knowledge sharing includes reputation, altruism and symbiosis dimensions. Team culture contains team cohesiveness, team support and team coordination dimensions. Employee cooperation emerged as one factor. Service innovation performance includes process and resource creation behavior, new service development and idea generation behavior. There is an explanatory effect of team cohesiveness and employee cohesion on the process and resource creation behavior of the employees by 18.1%. The altruism and employee cooperation explained 33.5% of variance on new service development dimension of employee service innovation performance. Team cohesiveness and employee cooperation explained 24.6% of variance on idea generation dimension of employee service innovation performance. These results suggest that team cohesiveness, altruism, and employee cooperation have exerted influence on service innovation performance.