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The purpose of this paper is twofold. First, the study considers research on creativity and innovation in the field of general management and hospitality. Second, the paper develops a theoretical model to integrate individual- and group-level creativity particularly for service organizations.

This paper provides a comprehensive, albeit non-inclusive, review of research on creativity and innovation in organizations. The review reveals that hospitality research on creativity and innovation has not matched the new advances in management research, particularly the multilevel nature of creativity and the outcomes of creativity. Thus, to advance research in hospitality, this paper proposes a multilevel model of creativity based on a strategic contingency power theory. This model examines how individual- and group-level uncertainties hinder creativity. Moreover, the model also considers several uncertainty coping strategies and examines individual- and group-level outcomes of creativity.

The proposed theoretical model integrates individual- and group-level uncertainty determinants of creativity and yields a multilevel approach to creativity. Several testable hypotheses are proposed.

This paper highlights the strategic contingency power approach between individual- and group-level uncertainties in creativity. Uncertainty coping practices that alleviate the negative effects of uncertainties on creativity will be useful to managers and service organizations.

The proposed model provides plausible guidelines that advance creativity research in hospitality management.

The purpose of this study is to explore the moderating effect of Confucian values and the mediating effect of relationship quality on the relationship between organizational justice and employee service orientation in the tourism and hospitality industry.

Structural equation modeling was applied to a sample of 421 responses in a questionnaire survey from employees of tourism and hospitality firms in mainland China.

Employee relationship quality fully mediated the relationship between organizational justice and service orientation. Confucian values negatively moderated the direct effect of organizational justice on employee relationship quality and the indirect effect of organizational justice on service orientation.

This study offers insights for hospitality managers how to improve employee service orientation and establish Confucian values in the practice of organizational justice. Tourism and hospitality organizations should equally treat all employees as internal customers and use distinct strategies to manage employees with high and low Confucian values in employee selection and management of training and development.

This study highlights the contributions of organizational justice and relationship quality to employee service orientation. It also demonstrates that Confucian values explain why many Chinese employees are less sensitive to low fairness: these values negatively moderate the organizational justice–relationship quality–service orientation relations. By linking organizational justice to relationship quality and employee service orientation, the findings enrich our understanding of the applications of internal marketing and social exchange theories under Confucian values.

This study aims to examine the impact of technological turbulence on employee resilience based on cognitive dissonance theory and through a process of consonance and dissonance. First, the study investigates employee openness to represent cognitive consonance and then resistance to change to represent cognitive dissonance processes. Such processes mediate the relationship between technological turbulence and employee resilience. Second, this study proposes that the above associations will be moderated by crisis leadership efficacy.

The study uses multi-source data from service employees and their immediate superiors in hospitality, including a two-phase data collection process. Moreover, the study conducts a two-step structural equation modeling.

This study finds that employee openness and resistance to change mediate the association between technological turbulence and employee resilience. Furthermore, results reveal that crisis leadership efficacy strengthens the relationships (direct and indirect, through openness and resistance to change) between technological turbulence and employee resilience. The study discusses the implications for theory and practice for tourism scholars and practitioners.

This study provides empirical evidence showing the importance of employee resilience and the underlying mechanisms in responding to technological turbulence in the hospitality industry.

Resilience research in the hospitality and service context is timely and necessary to cope up with the changing market and turbulences. This study extends the extant literature that mainly examined the crisis and dynamic conditions. The study contributes to crisis management, marketing and leadership literature concerning technological turbulence and employee resilience in the hospitality context.

This study aims to use psychological contract theory to explore the substantial impact of illegitimate tasks on the well-being of hospitality employees. It also examines the mediating role of psychological contract breach and the moderating role of employee emotional intelligence within the proposed moderated mediation model.

Data were collected from 338 hospitality employees in Guangdong, China, and the hypotheses were examined through hierarchical regression analysis.

The results revealed that illegitimate tasks could negatively impact employee well-being through psychological contract breach. Furthermore, employee emotional intelligence was confirmed as a critical moderator that buffers the negative impact of illegitimate tasks on psychological contract breach.

This research offers novel insights into the dynamics affecting hospitality employee well-being by framing illegitimate tasks within psychological contract theory. It identifies the critical conditions under which employees’ well-being is impacted, thus broadening the understanding of employee–organization interactions.

The purpose of this paper is to explore the nature of the novel service encounter with reference to three research questions: first, what kind of creative acts do frontline employees undertake during a novel service encounter? Second, how does the novel service encounter correlate with service innovation? Third, how does it vary in different market environments? The novel service encounter refers to creative acts undertaken by frontline staff working at the employee-customer interface. These acts are important sources of new ideas for service innovation and demand systematic study.

Methods in this study are triangulated by combining interviews, field observations and a survey to develop an observation template for examining the creative acts undertaken by frontline employees during service encounters in an international tourist apparel retailer.

This paper provides initial empirical evidence of the process of the novel service encounter and highlights the use of participant observation as a useful methodology.

This paper contributes to the service innovation literature by examining the novel service encounter using an observation template that takes into account its process-driven nature. It is suggested that improvisation by frontline employees during the service encounter is crucial to innovation, and a standardized service does not fit every situation.

Drawing on the social exchange theory, the purpose of this paper is to examine the relationship between the interactional justice of supervisors and the job performance of subordinates in an expatriate context. Specifically, the authors take a relational approach by introducing help intention directed to the supervisor (upward help intention) as the mediator. The moderating role of distributive justice in the relationship between upward help intention and job performance is also considered.

A survey was conducted among 232 service employees and their expatriate supervisors in multinational hotels in China. Hierarchical multiple regression analysis was conducted to test the proposed model.

The statistical results of this study supported the positive effect of interactional justice on job performance as well as the mediating effect of upward help intention. Meanwhile, it was also found that when the level of distributive justice is high, the relationship between upward help intention and job performance is strengthened, whereas the effect is leveled off when the level of distributive justice is low.

The findings of this study suggest that managers in the service industry should be sensitive in treating their subordinates, as it will lead to positive interpersonal relationship, which in turn, will stimulate job performance. Moreover, the fair organizational compensation system aids the managers in turning good interpersonal results into positive performance outcomes.

This study contributes to the literature on justice by revealing the relational mechanism between interactional justice and job performance, and the economic boundary of this relationship.

The purpose of this paper is to examine the relationship between supervisor‐perceived procedural justice and subordinate‐perceived procedural justice. The moderating roles of the subordinate‐perceived interactional justice and power‐distance value are also to be examined.

Survey data were obtained from 509 supervisor‐subordinate dyads in mainland China. Hierarchical linear modeling was used to test the research hypotheses.

Results revealed that: supervisor‐perceived procedural justice is positively related to subordinate‐perceived procedural justice; the direct relationship is stronger when the subordinate perceives higher rather than lower interactional justice from the supervisor; and the direct relationship is stronger when the subordinate holds a higher rather than lower power‐distance value.

The data collected in the present study reside at two hierarchical levels, namely, the employee level and the supervisor level, and the sample size is relatively large. The results are thus less likely subject to common method bias. However, future longitudinal research will be helpful to lend stronger support for the hypothesized causal relationships.

The paper uses cognitive social learning theory in a social exchange context to explain the cross‐level relationship of procedural justice perceptions in organizations, and to identify its boundary conditions. Results support that fairness perceptions at a higher organizational level can be related to lower‐level perceptions along the organizational hierarchy.

Aarhus Kommunes Biblioteker (Teknisk Bibliotek), Ingerslevs Plads 7, Aarhus, Denmark. Representative: V. NEDERGAARD PEDERSEN (Librarian).

We hope that our Conference Report Number of The Library World will give our readers as much pleasure as the many communications we have received assure us our last issue did. The record of the proceedings at Norwich appears on other pages; here we need only say that the conference will be remembered as one of the most delightful and stimulating in a long list of delightful and stimulating conferences. Everything went smoothly from beginning to end with that absence of obvious effort which is a certain sign that immense effort has gone to the organisation. We expected much from Norwich, and we received it. The tributes paid to the Local Committee and the special references to the enthusiasm and devotion of Mr. Stephen and his able deputy, Mr. Charles Nowell, were blessed to give and we hope were blessed to receive. They were thoroughly deserved.