Servant leadership and the innovative service behaviours of hotel employees: a dual-path model

Using social cognitive theory (SCT) as the theoretical foundation, this study proposes a conceptual model to examine the relationship between servant leadership and service innovative behaviour (SIB) of frontline employees in the hotel industry through an analysis of the dual mediation of intrinsic and extrinsic motivations. 350 paired responses were collected from frontline employees and their supervisors working in chain hotels in Shenzhen, China. The results indicate that servant leadership does positively affect SIB directly and indirectly through the mediation of intrinsic motivation and extrinsic motivation. Theoretical and practical implications are provided.