A review of employee innovative behavior in services

Purpose: This study aims to conduct a comprehensive review of the literature on employee innovative behavior (EIB) in services. Based on the review, the conceptualization and operationalization of EIB are summarized, and the relationships between job characteristics and EIB are revealed. Design/methodology/approach: Altogether, 143 papers examining EIB in services published in 56 journals, including top management and hospitality journals, during the period of 1995-2014 were reviewed. Findings: Three approaches to examine EIB in services have been identified. The concept of EIB based on the reviewed papers is summarized. In addition, antecedents and consequences of EIB are reviewed. In particular, the role of job characteristics in EIB is discussed. Practical implications: This study provides practitioners with a “one-stop” paper to enhance their understanding of the relationship among EIB, job characteristics and other relevant concepts. Implications for hospitality firms on stimulating the innovative behaviors of employees are also provided. Originality/value: Owing to the particularity and importance of EIB in services, this review summarizes the current knowledge on this concept and its antecedents and provides directions for future research, especially on the relationship between job characteristics and EIB.