Value proposition test-driving for service innovation: How frontline employees innovate value propositions
2016 (English)In: Journal of service theory and practice, ISSN 2055-6225, E-ISSN 2055-6233, Vol. 26, no 3, 338-362 p.Article in journal (Refereed) Published
Purpose – The purpose of this paper is to investigate the role of frontline employees in service innovation from a service-dominant logic (SDL) perspective. Frontline employees lack a formal innovation obligation. Service innovation is a resource integration process resulting in the creation of new value propositions.
Design/methodology/approach – A case study of service innovation projects that includes three different businesses in the IT sector and personal interviews with 25 frontline employees.
Findings – The findings suggest that frontline employees contribute to service innovation by test-driving potential value propositions. Three types of value proposition test-driving have been identified: cognitive, practical, and discursive. The findings suggest interdependencies between the different modes of value proposition test-driving, as well as specific phases of the service innovation process dominated by one form or another.
Research limitations/implications – Value proposition test-driving offers a fruitful context for managers to involve frontline employees and use their creativity and expertise. The case study approach, however, limits the statistical generalizability of the findings.
Originality/value – The study is novel in that it introduces the notion of value proposition test-drivingfor service innovation; provides a systematic empirical analysis of how frontline employees contribute toservice innovation by test-driving value propositions; offers a service innovation model informed by the SDL; and contributes to the SDL by detailing how service innovation occurs in practice.
Place, publisher, year, edition, pages
2016. Vol. 26, no 3, 338-362 p.
Service-dominant logic, Resource integration, Service innovation, Value proposition, Employee-driven innovation, Value proposition test-driving
Research subject Business Administration
IdentifiersURN: urn:nbn:se:kau:diva-41900DOI: 10.1108/JSTP-10-2014-0242ISI: 000376198700005OAI: oai:DiVA.org:kau-41900DiVA: diva2:922743