Promoting innovation in hospitality companies through human resource management practices

In this study, we investigate how hospitality companies can promote incremental and radical innovation through human resource management practices (i.e., selection and training). Data from 196 independent hotels and restaurants operating in the People's Republic of China show that hiring multi-skilled core customer-contact employees and training core customer-contact employees for multiple skills both have significant and positive effects on incremental and radical innovation among hotel and restaurant companies. The two human resource management practices are also found to have a negative joint impact on incremental but not radical innovation. The implications for promoting innovation in hospitality companies are discussed.

Research highlights▶ We investigate how hospitality companies can promote innovation through human resource management practices. ▶ Hiring and training core customer-contact employees in multiple skills both promote hospitality innovation. ▶ Hiring and training core customer-contact employees in multiple skills have a negative joint impact on incremental but not radical innovation.