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NTU Management Review Vol. 33 No. 2 Aug. 2023

network ties, in terms of communication frequency and methods for worksite networks,
they often overlook the importance of initial relationship valence. Moreover, they give
inadequate attention to investigating the differences in relationships between coworkers
and team leaders. Second, prior studies have also argued that the characteristics of leaders
and those of the coworkers in organizations are both vital factors that influence the
employees’ performance (Schepers, Jong, Ruyter, and Wetzels, 2011; Windeler, Maruping,
and Venkatesh, 2017), as well as a relational resource exchange that can provide

employees with psychological and material supports to facilitate individual performance
(Zhang and Bartol, 2010). In the current study, we adopt the perspective of relationship
exchange to specifically address the effects of TMX and EML on individual innovation
performance.
A final research gap pertains to the stimulating factors in the relationship between
innovation intention and employee innovation performance. Previous research indicates
job performance can be indirectly affected by employee personality and job enthusiasm

(Grant and Wrzesniewski, 2010). Specifically, one’s other-orientation involves the
degree to which one values and feels concerned about others’ well-being (Grant and
Wrzesniewski, 2010), leading employees toward providing useful and novel ideas
that benefit other employees. In addition, instead of focusing on self-concern and self-
relevant consequences, people with high other-orientation tend to search for and process
information on group-level attributes (Buch, Kuvaas, and Dysvik, 2019; De Dreu
and Nauta, 2009), thereby presenting a stronger link between their service innovation
intentions and performance. Our moderation analysis demonstrates the significant role of
other-orientation, extending our knowledge on the underlying mechanisms of behavioral

intentions that affect behavioral performance in the IT service context. In sum, our study
addresses the above oversights to deepen our understanding of the relationships among the
antecedents, mediators, and moderators of employees’ service innovation behavior in IT
industries in Taiwan.

2. Literature Review and Hypotheses

2.1 Individual Innovative Behavior
Over the past three decades, the literature on service innovation has grown
considerably and diversely, developed in areas such as marketing, economics, information

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