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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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
What Reviewers Should Expect from Authors Regarding Common Method Bias in Organizational Research
James M. Conway,Charles E. Lance +1 more
TL;DR: The authors argue that journal reviewers (as well as editors and dissertation or thesis committee members) have to some extent perpetuated misconceptions about common method bias in self-report measures, including (a) relationships between self-reported variables are necessarily and routinely upwardly biased, (b) other-reports (or other methods) are superior to self-reports, and (c) rating sources (e.g., self, other) constitute measurement methods.
Journal ArticleDOI
Critical service encounters: The employee's viewpoint
TL;DR: In service settings, customer satisfaction is often influenced by the quality of the interpersonal interaction between the customer and the contact employee as discussed by the authors, which can be identified as one of the most important factors for customer satisfaction.
Journal ArticleDOI
Innovation in services
Faïz Gallouj,Olivier Weinstein +1 more
TL;DR: In this article, the authors lay the foundations of a theory that can be used to interpret innovation processes in the service sector based on Lancaster's definition of the product (in both manufacturing and services) as a set of service characteristics.
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The Management of Customer-Contact Service Employees: An Empirical Investigation:
TL;DR: In this article, the authors develop and test a model of service employee management that examines constructs simultaneously across three interfaces of the service delivery process: manager-employee, employee-role, and employee role.
Journal ArticleDOI
Communication and control processes in the delivery of service quality
TL;DR: In this article, the authors describe the difficulty of delivering consistently good service quality is difficult but profitable for service organizations and understand why it is so difficult and how it might be facilitated.
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