The relationship among gratitude, hope, connections, and innovativeness

Akgun A. E., Erdil O., Keskin H., Muceldilli B.

SERVICE INDUSTRIES JOURNAL, vol.36, no.3-4, pp.102-123, 2016 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 36 Issue: 3-4
  • Publication Date: 2016
  • Doi Number: 10.1080/02642069.2016.1155113
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
  • Page Numbers: pp.102-123
  • Keywords: Service innovativeness, hope, connection, collective gratitude, POSITIVE PSYCHOLOGY, PRODUCT INNOVATIVENESS, SERVICE INNOVATION, PERFORMANCE, IMPACT, RESILIENCE
  • Yıldız Technical University Affiliated: Yes


The interwoven relationships among positive emotions and connections among people within the organization, manifested as collective gratitude and hope, and high-quality connections (HQCs), and firm service innovativeness and financial performance have rarely been addressed in the service innovation management literature. By studying 251 service firms, this paper shows that (a) collective gratitude is positively related to development of HQCs among people within the organization and firm service innovativeness, (b) HQCs among people within the organization are positively associated with firm service innovativeness, and (c) firm service innovativeness is positively related to firm financial performance. This paper also demonstrates that the collective hope of people within the organization positively moderates the relationship between collective gratitude and HQCs among them.