Factors influencing service innovative behavior: evidence from Vietnam

Abstract

This research thesis examined the effects of ethical leadership and its impacts on service innovative behavior through leader member exchange at small and medium size logistics companies in Vietnam, the proposed integrated research model was formed to enhance the relationship between ethical leadership and service innovative behavior while interacting through the mediator leader member exchange, the study also examines the roles of intrinsic and extrinsic reward as moderators. By using empirical test of 339 respondents from SME logistics Companies in Vietnam indicated that there are positive relationships among independent variables and dependent variables. Furthermore, the new findings from this model showed that there are positive relationships between moderator’s intrinsic reward and extrinsic reward with service innovative behavior, these moderators generate creative environment and promoting service innovative behavior of frontline employee working in SME logistics companies in Vietnam, the leader member exchange also shows positive relationship as mediator.