Exploring front-line employee contributions to service innovation

• Autores: Jenny Karlsson, Per Skålén
• Localización: European Journal of Marketing, ISSN-e 1758-7123, Vol. 49, Nº. 9-10, 2015, págs. 1346-1365
• Idioma: inglés
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• Resumen

  • 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.