Journal ArticleDOI
Developing Customer Service Innovations for Service Employees: The Effects of NSD Characteristics on Internal Innovation Magnitude:
TLDR
In this paper, the authors hypothesize that the way firms design (agent codesign and design acceleration) and implement (agent enablement) an internal customer service innovation has direct and joint effects on the magnitude of benefits of the innovation to customer service agents.Abstract:
During product recovery, firms rely on their customer service agents to recover customers’ product failures and deliver superior customer service. However, customers who contact the firm about a product failure often are dissatisfied, which makes customer service agents’ jobs challenging. Therefore, firms continuously try to improve their internal customer service operations to increase benefits for customer service agents and, by extension, their customers. The authors hypothesize that the way firms design (agent codesign and design acceleration) and implement (agent enablement) an internal customer service innovation has direct and joint effects on the magnitude of benefits of the innovation to customer service agents, termed internal innovation magnitude. The authors test the conceptual model using data on 38 internal customer service innovations at a Fortune 500 high-technology firm. The findings extend the internal marketing literature by demonstrating that service employees represent a critical sour...read more
Citations
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Journal ArticleDOI
Organizational and managerial challenges in the path toward Industry 4.0
Lara Agostini,Roberto Filippini +1 more
TL;DR: In this paper, the authors carried out a survey involving Italian manufacturing firms and found statistically significant higher levels of a number of organizational and managerial practices for firms with a higher level of adoption of I4.0 technologies.
Journal ArticleDOI
Employee Collaboration, Learning Orientation, and New Service Development Performance:
TL;DR: In this article, a mediation model that extends the service-dominant logic service innovation framework was used to test the effect of cross-functional teams, FLEs, and learning orientation on innovation outcomes.
Journal ArticleDOI
Frontline employees’ collaboration in industrial service innovation: routes of co-creation’s effects on new service performance
TL;DR: In this paper, the authors examined how the collaboration with FLEs along the new service development (NSD) process, namely FLE co-creation, impacts on service innovation performance following two routes of different effects.
Journal ArticleDOI
Is Boreout a Threat to Frontline Employees' Innovative Work Behavior?
TL;DR: In this article, the authors focus on a negative psychological state of low work-related arousal, manifested in three main forms: a crisis of meaning at work, job boredom, and crisis of growth.
Journal ArticleDOI
Frontline employees’ innovative service behavior as key to customer loyalty:insights into FLEs’ resource gain spiral
TL;DR: In this article, a resource gain spiral at the service encounter is introduced, which runs from FLEs' emotional job engagement to innovative service behavior, and then leads to customer delight and finally customer loyalty.
References
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Journal ArticleDOI
Employee perceptions and their influence on training effectiveness
Amalia Santos,Mark Stuart +1 more
TL;DR: In this article, the influence of workplace practices and employees' experiences on training effectiveness has been investigated, and the authors highlight the importance of management practices, trainees' perceptions of the work environment and systems of reward in explaining behaviour change after training.
Book
Internal Marketing: Tools and Concepts for Customer-Focused Management
Pervaiz K. Ahmed,Mohammed Rafiq +1 more
TL;DR: In this article, the authors present a framework for empowering employees through internal marketing applications, including total quality management (TQM), knowledge management, learning, and internal marketing case studies.
Journal ArticleDOI
The Dynamic Interplay Between Employees' Feedback-Seeking Strategies and Supervisors' Delivery of Performance Feedback
TL;DR: This article examined the relationship between employees' feedback-seeking behavior and the informal performance feedback they receive from their supervisors and found that when employees suspect that they are performing poorly, they often use feedbackseeking strategies that tend to minimize the amount of negative performance feedback their receive.
Journal ArticleDOI
Context and Antecedents of Information Utility at the R&D/Marketing Interface
TL;DR: In this paper, a causal model of the antecedents of information utility at the R&D/marketing interface is presented. But the authors focus on the use of extra-functional information in product innovation management.
Journal ArticleDOI
Motivating Salespeople to Sell New Products: The Relative Influence of Attitudes, Subjective Norms, and Self-Efficacy
TL;DR: In this paper, the authors explored the relative influence of salesperson attitudes toward selling a new product, perceptions of subjective norms, and selfefficacy on the development of selling intentions and, ultimately, the success of new product launch.
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