Online citations, reference lists, and bibliographies.

Exploring Front-line Employee Contributions To Service Innovation

Jenny Karlsson, Per Skålén
Published 2015 · Business

Cite This
Download PDF
Analyze on Scholarcy
Share
Purpose - This paper aims to study front-line employees' contribution to service innovation, when they contribute and how they are involved in service innovation. Design/methodology/approach - The paper draws on a multiple-case study on service innovation in four organizations with extensive front-line employee involvement. The main data collection methods are interviews and observations. Findings - The paper suggests that front-line employees contribute customer knowledge, product knowledge and practice knowledge during five phases of the service innovation process - project formation, idea generation, service design, testing and implementation - and that front-line employee involvement ranges from active to passive. Research limitations/implications - Statistical generalization of the results is needed. Practical implications - The paper reveals that early and active front-line employee involvement in the service innovation process creates conditions for a positive contribution to service innovation. Originality/value - The paper suggests that early and active knowledge contributions by front-line employees to the service innovation process are associated with the creation of attractive value propositions.
This paper references
10.1080/09537321003714402
Understanding innovation in practice: a discussion of the production and re-production of Nordic Walking
M. Pantzar (2010)
10.1080/02642060902749492
Emergence of innovations in services
M. Toivonen (2009)
10.4337/9781848440104.00012
Innovation and Involvement in Services
Jon Sundbo (2008)
10.1509/jmkg.68.1.1.24036
Evolving to a New Dominant Logic for Marketing
Stephen L. Vargo (2004)
10.1007/S11747-007-0066-9
An expanded and strategic view of discontinuous innovations: deploying a service-dominant logic
S. Michel (2007)
10.1177/1470593111408177
Value co-creation in service logic: A critical analysis
Christian Grönroos (2011)
10.1177/1094670510369378
Customer and Frontline Employee Influence on New Service Development Performance
Horace L. Melton (2010)
10.1016/J.JOM.2006.07.004
New service development competence in retail banking: Construct development and measurement validation
L. J. Menor (2007)
10.1016/J.JBUSRES.2005.10.003
Internal-market orientation and its measurement
Spiros P. Gounaris (2006)
10.1108/00251741011014463
Employee‐driven innovation: extending the license to foster innovation
Peter Kesting (2010)
10.1177/0092070302303006
An exploratory investigation of user involvement in new service development
I. Alam (2002)
10.1108/EUM0000000002484
A Proposed Model for New Service Development
Eberhard E. Scheuing (1989)
10.1016/J.RESPOL.2005.03.002
Innovation in the service sector: The demand for service-specific innovation measurement concepts and typologies
C. Hipp (2005)
The empowerment of service workers: what, why, how, and when.
D. E. Bowen (1992)
10.1007/S11747-007-0070-0
Managing the co-creation of value
A. Payne (2008)
10.1002/9781119171386.CH22
Qualitative Data Analysis
B. MilesMatthew (2015)
10.1177/1094670510385332
Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis
A. Ordanini (2011)
Services Marketing: Integrating Customer Focus Across the Firm
A. Wilson (2012)
10.1108/09544780210425856
An eclectic review of the multidimensional perspectives of employee involvement
A. Ang (2002)
10.15480/882.97
Characteristics of Innovating Users in a Consumer Goods Field: An Empirical Study of Sport-Related Product Consumers
C. Lüthje (2002)
10.1007/S11747-013-0365-2
Exploring value propositions and service innovation: a service-dominant logic study
Per Skålén (2015)
Strategy as Strategic Decision Making
K. Eisenhardt (1999)
10.1108/00251740310491706
Organizing successful new service development: a literature review
J. Jong (2003)
10.1007/S11747-012-0308-3
Critical service logic: making sense of value creation and co-creation
Christian Grönroos (2013)
10.1016/0166-4972(96)00029-6
The balancing of empowerment. A strategic resource based model of organizing innovation activities in service and low-tech firms
Jon Sundbo (1996)
10.1142/S1363919609002418
DEVELOPING RADICAL SERVICE INNOVATIONS IN HEALTHCARE — THE ROLE OF DESIGN METHODS
John Bessant (2009)
TQM Workforce Factors and Employee Involvement: The Pivotal Role of Teamwork
Bonnie F. Daily (2003)
10.1080/02642069.2010.504302
The balance between bricolage and innovation: management dilemmas in sustainable public innovation
L. Fuglsang (2009)
10.1177/13684310222225432
Toward a Theory of Social Practices
Andreas Reckwitz (2002)
10.4324/9780203381175_chapter_9
Social Research Methods
A. Bryman (2001)
10.1891/9780826193889.0004
Case study research
J. Hartley (2004)
10.4337/9781849803304.00021
Different Types of Innovation Processes in Services and their Organisational Implications
M. Toivonen (2010)
10.1007/S11747-009-0151-3
Frontline employee motivation to participate in service innovation implementation
Susan Cadwallader (2010)
10.1177/1094670511436005
Key Drivers of Frontline Employee Generation of Ideas for Customer Service Improvement
Cristiana Raquel Lages (2012)
10.1108/03090569810204526
New service development: a review of the literature and annotated bibliography
A. Johne (1998)
10.1016/S0166-4972(02)00150-5
Characteristics of innovating users in a consumer goods field
C. Lüthje (2004)
10.1080/02642069700000028
Management of Innovation in Services
Jon Sundbo (1997)
10.1007/S11747-007-0069-6
Service-dominant logic: continuing the evolution
Stephen L. Vargo (2008)
10.1111/J.1540-5885.2009.00684.X
Exploring the Contributions of Involving Ordinary Users in Ideation of Technology‐Based Services*
P. Magnusson (2007)
10.1177/1470593111408181
Co-creation and co-destruction: A practice-theory based study of interactive value formation
P. Echeverri (2011)
10.1016/J.JRETAI.2006.10.002
Competing through service: Insights from service-dominant logic
R. Lusch (2007)
Assessing Trustworthiness in Naturalistic Consumer Research
M. Wallendorf (1989)
10.1108/08876040210443391
A customer‐oriented new service development process
I. Alam (2002)
10.1016/S0048-7333(97)00030-9
Innovation in services
Faïz Gallouj (1997)
10.1108/09564230410564948
New service development: learning from and with customers
Jonas Matthing (2004)
10.1177/1094670512462139
Employee Collaboration, Learning Orientation, and New Service Development Performance
Horace L. Melton (2013)
10.4337/9781848440104.00016
The Public Library Between Social Engineering and Innovation with Care
Lars Fuglsang (2008)



This paper is referenced by
10.1080/0965254X.2016.1240217
Strategic prescriptive theories in the business context of an emerging economy
Stanley Coffie (2016)
10.1108/ejim-12-2018-0278
Democratizing innovation processes: personal initiative in bottom-up eco-innovation
Josefine Weigt-Rohrbeck (2019)
10.1108/josm-12-2017-0349
How to scale up contact-intensive services: ICT-enabled service innovation
Stefan Kleinschmidt (2019)
10.1108/EJIM-05-2018-0101
A mapping study of employee innovation: proposing a research agenda
Izabelle Bäckström (2019)
10.1057/S41264-018-0047-8
A closer look at the relationship of entry-level bank employees’ leadership attributes and customer satisfaction
Majda I. Ayoub Al-Salim (2018)
10.1108/jsm-11-2018-0329
Managing customer-to-customer interaction(CCI) – insights from the frontline
R. Nicholls (2019)
10.1177/1470593118796697
Marketing’s metaphors have expired: An argument for a new dominant metaphor
Marjorie Delbaere (2019)
10.1080/02642069.2020.1734573
Market turbulence and service innovation in hospitality: examining the underlying mechanisms of employee and organizational resilience
Dagnachew Leta Senbeto (2020)
10.1108/EJM-10-2017-0723
The influence of place on health-care customer creativity
Hannah Snyder (2019)
10.1016/J.EMJ.2016.02.005
Frontline employees' participation in service innovation implementation: The role of perceived external reputation
Mario Schaarschmidt (2016)
10.1108/ejm-02-2018-0148
Internal market orientation adoption and new service development (NSD): gearing up the internal performance of NSD teams
Spiros Gounaris (2020)
10.1108/JSTP-10-2014-0242
Value proposition test-driving for service innovation: how frontline employees innovate value propositions
M. Åkesson (2016)
10.1111/caim.12263
Casting for Service Innovation: The Roles of Frontline Employees
Marit Engen (2018)
10.1080/02642069.2018.1561876
Mapping new service development: a review and synthesis of literature
F. Kitsios (2019)
10.1007/S13162-018-00133-5
Frontline knowledge networks in open collaboration models for service innovations
Ozlem Ozkok (2019)
10.1108/JOSM-10-2015-0326
The role of staff engagement in facilitating staff-led value co-creation
B. Merrilees (2017)
10.24384/000551
Service innovation implementation in international hotel groups : a critical realist study
Akrivi-Angeliki Papadaki (2016)
First things first - think before you decide : The how, what and who of idea screening
Johan Netz (2017)
10.1007/978-3-030-25557-2_6
Practice 4: Reconstructing Needs for Creative Associations
A. Majchrzak (2020)
10.1080/02642069.2017.1411480
Operationalisation of service innovation: a systems thinking approach
Ayham A. M. Jaaron (2018)
10.5590/IJAMT.2019.18.1.02
Soft Skills Needed for the 21st Century Workforce
Susan A. Dean (2019)
10.1080/02642069.2017.1420172
Service innovation in the hotel industry: culture, behavior, performance
Sarvnaz Baradarani (2018)
10.1016/j.jclepro.2020.120002
Identification of the factors that influence service innovation in manufacturing enterprises by using the fuzzy DEMATEL method
Changli Feng (2020)
10.1080/02642069.2017.1322960
Service innovation as a political process
Erik Sundström (2017)
Exploring the Roles of Front-Line Employees in the Service Innovation Process: A Service- Dominant Logic Perspective
Victoria Starkhammar (2017)
10.1111/1467-8500.12308
Understanding public service innovation as resource integration and creation of value propositions
Per Skålén (2018)
Semantic Scholar Logo Some data provided by SemanticScholar