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Casting for service innovation: The roles of frontline employees
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Inland Norway University of Applied Sciences, Lillehammer, Norway.ORCID iD: 0000-0001-6670-608X
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.ORCID iD: 0000-0002-7653-5226
2018 (English)In: Creativity and Innovation Management, ISSN 0963-1690, E-ISSN 1467-8691Article in journal (Refereed) Epub ahead of print
Abstract [en]

The purpose of this paper is to explore the roles of frontline employees (FLEs) in service innovation processes and how they contribute to these roles. In the literature, FLEs are argued to play an important role in service innovation; however, neither the potential types of roles nor what taking on these potential roles means to FLEs, have previously been studied. This study investigates FLEs' actions in different types of service innovation processes. Based on analyses of eight different service business units, FLEs are identified as having either of two sets of roles: (1) leading roles as idea creators, developers and implementers, or (2) supporting roles as problem reporters, advisors and executors. The analysis provides managers with guidelines which can help them to better utilize FLEs as contributors to service innovation, either as leading or supporting actors. These imply different management challenges, which are discussed. Advice on how to tackle these challenges is given on the basis of the findings.

Place, publisher, year, edition, pages
Hoboken, New Jersey, USA: John Wiley & Sons, 2018.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-66944DOI: 10.1111/caim.12263Scopus ID: 2-s2.0-85044456147OAI: oai:DiVA.org:kau-66944DiVA, id: diva2:1195827
Available from: 2018-04-06 Created: 2018-04-06 Last updated: 2018-04-16Bibliographically approved

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Engen, MaritMagnusson, Peter

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  • apa
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  • Other locale
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Output format
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