Do Happy Employees in Hospitality and Tourism Avoid Conflicts and Exhibit Lower Creativity: An Empirical Investigation

Abstract

Is there a predominant conflict handling behavior (CHB) among employees in the hospitality and tourism (H&T) sector? Does this approach to conflict affect their creativity? The paper answers these questions. Additionally, this paper examines the mediating role of this predominant CHB in the relationship between happiness at work (HAW) and creative performance behavior (CPB) among H&T employees. Data collected from 674 hotel employees was analysed to identify the “predominant CHB”. Then, the structural equation modeling was used to analyze the mediating role of the “predominant CHB” in the relationship between HAW and CPB. The analysis revealed that “conflict avoidance” was the predominant style employed by H&T employees. The study found evidence that conflict avoidance partially mediates the relationship between HAW and CPB. The study contributes to the literature on happiness, conflict management, and creativity in H&T, helping practitioners identify and manage predominant CHB while enhancing employee creativity. It also informs academicians and practitioners that happiness may not always be the ideal attitude in H&T workplaces. Additionally, this paper is aligned with SDG 8: Decent Work and Economic Growth and SDG 9: Industry, Innovation, and Infrastructure.

Keywords: Happiness at Work, Conflict Handling, Conflict Avoidance, Creative Performance Behavior, Hospitality and Tourism

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