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How Frontline Employees Nurture Service Innovation through Co-creation with Their Customers: A Case Study of Public Health Care
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
2014 (English)In: Framing innovation in public sectors / [ed] Rolf Rönning, Bo Enquist, Lars Fuglsang, New York: Routledge, 2014, Vol. 30, p. 18-40Chapter in book (Refereed)
Resource type
Text
Place, publisher, year, edition, pages
New York: Routledge, 2014. Vol. 30, p. 18-40
Series
Routledge Studies in Innovation Organization and Technology ; 30
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-44643ISI: 000343009500003ISBN: 978-1-315-88561-2 (print)ISBN: 978-0-415-70928-6 (print)OAI: oai:DiVA.org:kau-44643DiVA, id: diva2:951901
Available from: 2016-08-10 Created: 2016-08-10 Last updated: 2018-01-05Bibliographically approved
In thesis
1. Frontline employees' role in service innovation and value creation
Open this publication in new window or tab >>Frontline employees' role in service innovation and value creation
2018 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Frontline employees play a key role in service innovation and value creation. However, a detailed and structured understanding of how frontline employees contribute, and what types of roles they enact when involved in service innovation, is lacking. Hence, this thesis aims to explore frontline employees’ contributions to service innovation. The thesis consists of five empirical papers. Data has been collected from both private and public organizations via interviews, observations, documents, and innovation groups.

The three main contributions of this thesis are as follows: Firstly, an extended understanding of how frontline employees contribute to service innovation. It was found that they contribute knowledge generated in three resource integration processes; value facilitation, value co-creation, and by learning from users’ value creation processes. Frontline employees are well equipped to draw on their knowledge and to integrate resources into new or developed value propositions, both during specific service innovation projects and in their day-to-day work practices. Secondly, when involved in service innovation, frontline employees enact different types of roles, e.g. as deliverers, as co-creators, and as negotiators. The third contribution, suggests that front line employees’ contributions to service innovation, as well as service innovation and value creation more generally, can be understood from three perspectives; i) an intra-organizational perspective following a goods-dominant logic, ii) an open-collective perspective, and iii) an open-conflictual perspective, where the latter two are informed by service-dominant logic. Thus, this thesis confirms, develops, and extends previous research by illuminating different ways of creating value and conducting service innovation, relating to frontline employees.  

Abstract [en]

This thesis aims to explore frontline employees’ contributions to service innovation. First, it provides an extended understanding of how frontline employees contribute to service innovation. It was found that they contribute knowledge generated in three resource integration processes, value facilitation, value co-creation, and by learning from users’ value creation processes. Frontline employees are well equipped to draw on their knowledge and to integrate resources into new or developed value propositions, both during specific service innovation projects and in their day-to-day work practices. Second, when involved in service innovation, frontline employees enact different types of roles; e.g. as deliverers, as co-creators, and as negotiators. Third, frontline employees’ contributions to service innovation, as well as service innovation and value creation more generally, can be understood from three perspectives, an intra-organizational perspective following a goods-dominant logic, an open-collective perspective, and an open-conflictual perspective, where the latter two are informed by service-dominant logic. This thesis confirms, develops, and extends previous research by illuminating different ways of creating value and conducting service innovation, relating to frontline employees.

Place, publisher, year, edition, pages
Karlstad: Karlstads universitet, 2018. p. 88
Series
Karlstad University Studies, ISSN 1403-8099 ; 2018:4
Keywords
frontline employees, service innovation, value creation, service-dominant logic, resource integration, value propositions
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-65544 (URN)978-91-7063-831-2 (ISBN)978-91-7063-926-5 (ISBN)
Public defence
2018-02-16, 11D257, Agardhsalen, Karlstad, 10:15 (Swedish)
Opponent
Supervisors
Projects
Employee-driven and Customer-oriented Service InnovationUser-driven Innovation in Primary Care through Innovation Groups
Funder
VINNOVA
Available from: 2018-01-30 Created: 2018-01-05 Last updated: 2018-08-17Bibliographically approved

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Karlsson, JennySkålén, Per

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