Work Meaning on Innovative Service Delivery: Exploring the Mediating Role of Team Cohesion in the Hospitality Industry

Amidst intense competition within the hotel industry, innovative service delivery (ISD) plays a crucial role in success. Research on the interplay between work meaning (WM) and ISD within hotels remains scarce. This study delves into this gap, investigating how WM influences ISD through team cohesion (TC) in Nassarawa State, Nigeria. Through a survey amongst 277 respondents and subsequent analysis using Smart-PLS, the study reveals significant relationships: WM and ISD, WM and TC, and TC and ISD. Notably, TC acts as a mediator, explaining how WM impacts ISD. These findings hold practical value for hotel management, highlighting the significance of both WM and TC in fostering ISD. By focusing on employee engagement, service quality, and fostering strong team dynamics, hotels can implement strategies informed by this research to elevate their innovative service delivery and stand out in the competitive landscape. The study further contributes by underscoring the critical role of TC in shaping the WM-ISD relationship, providing valuable insights for future research exploring the boundary conditions in which WM most effectively influences ISD.