Developing Customer Service Innovations for Service Employees: The Effects of NSD Characteristics on Internal Innovation Magnitude:
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Cites background or methods from "Developing Customer Service Innovat..."
...2013), but the potential motivating benefits of treating FLEs as operant resources are still underexplored (Umashankar et al. 2011)....
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...Based on their previous experience, FLEs can achieve a superior understanding of NS delivery process specifications, and can then anticipate the type of support systems that may be required to improve the NS provision (Melton and Hartline 2010; Schneider and Bowen 1984; Umashankar et al. 2011)....
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...…satisfaction, empowerment, and commitment are crucial to their adoption of an innovative role (Lages and Piercy 2012; Ordanini and Parasuraman 2011; Sørensen et al. 2013), but the potential motivating benefits of treating FLEs as operant resources are still underexplored (Umashankar et al. 2011)....
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...customer service), on themagnitude of benefits of the innovation to customer service agents themselves (Umashankar et al. 2011)....
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...Accordingly, it is expected that the greater the FLE outcomes, the greater the extent of their contribution to creating satisfied customers and building long- term customer relationships (Umashankar et al. 2011)....
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Cites background from "Developing Customer Service Innovat..."
...Despite the importance of FLEs’ innovative service behavior, this topic has remained largely overlooked in extant research (Umashankar, Srinivasan, and Hindman, 2011)....
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References
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"Developing Customer Service Innovat..." refers background in this paper
...Understanding employee-level outcomes is especially critical in service contexts that entail elevated levels of job stress, including product recovery services (Cordes and Dougherty 1993)....
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