دانلود رایگان مقاله لاتین  پیاده سازی نوآوری خدمات  از سایت الزویر


عنوان فارسی مقاله:

مشارکت کارکنان اصلی در پیاده سازی نوآوری خدمات: نقش اعتبار خارجی درک شده


عنوان انگلیسی مقاله:

Frontline employees' participation in service innovation implementation: The role of perceived external reputation


سال انتشار : 2016



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بخشی از مقاله انگلیسی:


2. Theoretical background and hypotheses 

Service organizations depend on their ability not only to develop new services to gain competitive advantages but also to prudently implement these service innovations into daily practice (Chimhanzi & Morgan, 2005; Somech & Drach-Zahavy, 2013). Service innovation is commonly defined as “the introduction of novel ideas that focus on services that provide new ways of delivering a benefit, new service concepts, or new service business models through continuous operational improvement, technology, investment in employee performance, or management of the customer experience” (Enz, 2012, p. 187). As previously outlined by various researchers, FLEs are pivotal when firms introduce new services (e.g., Bettencourt & Gwinner, 1996; Bowen & Lawler, 1995). In particular, previous research has acknowledged the important role played by customer contact personnel in building customer relationships (e.g., Hennig-Thurau, Groth, Paul, & Gremler, 2006; Menguc, Auh, Fisher, & Haddad, 2013) and transforming management visions into widely used practices, such as by means of an esthetic appearance that reflects the corporate image (e.g., Pounders, Babin, & Close, 2015). Similarly, FLEs become the ambassadors of their organization when new services are introduced to customers (Lohndorf € & Diamantopoulos, 2014; Melton & Hartline, 2010). Whether or not customers will accept the new service offerings is highly dependent on employees' motivation to support or impede their company's strategic initiatives by either recommending new services to or hiding them from customers (Cadwallader et al., 2010; Porter & Smith, 2005).


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کلمات کلیدی:

Exploring front-line employee contributions to service innovation www.emeraldinsight.com/doi/pdfplus/10.1108/EJM-10-2012-0568 by J Karlsson - ‎2015 - ‎Cited by 7 - ‎Related articles should be managed and organized to best use their full potential (Ang, 2002). We argue that front-line employee involvement in service innovation has not been ... Exploring front-line employee contributions to service innovation ... www.emeraldinsight.com/doi/abs/10.1108/EJM-10-2012-0568 by J Karlsson - ‎2015 - ‎Cited by 7 - ‎Related articles The paper draws on a multiple-case study on service innovation in four organizations with extensive front-line employee involvement. The main data collection ... Frontline Employee Motivation to Participate in Service Innovation ... https://research.wpcarey.asu.edu/services.../frontline-employee-motivation-to-particip... Frontline Employee Motivation to Participate in Service Innovation Implementation. Susan Cadwallader, California State University, Fullerton Cheryl Burke Jarvis ... A Framework for Effective Customer and Frontline Employee ... https://books.google.com/books?isbn=0549466762 Horace L. Melton - 2007 ... product and service innovation as primary drivers of organic growth because ... and frontline employee involvement in the new service development process ... Frontline employee motivation to participate in service innovation ... search.ebscohost.com/login.aspx?direct=true&profile=ehost...site... by S Cadwallader - ‎2010 - ‎Cited by 162 - ‎Related articles Abstract: Companies today face the challenge not only of designing innovative customer-focused service strategies to compete and grow but also of translating ...