دانلود رایگان مقاله مشارکت کارکنان در پیاده سازی نوآوری خدمات نقش اعتبار خارجی

abstract

Drawing on expectancy theory and social exchange theory, this study investigates how employees' perceived external reputation is associated with their willingness to participate in service innovation implementation. Data from 150 German and more than 200 American frontline service employees supports the notion that the link between perceived external reputation and service innovation implementation behavior is mediated by expected reputation gains and expected positive performance outcomes. In addition, expected positive performance outcomes seem to be a stronger driver than expected reputation gains in the American sample. The authors conclude this study by highlighting its implications for both theory and management practice.

4. Discussion and implications

This research began by noting that the pertinent literature neglects aspects of how service innovations are actually implemented. In particular, whereas the role of FLEs in service innovation generation receives significant attention (e.g., Engen & Magnusson,2015; Karlsson & Skålen, 2015; Santos-Vijande, L opez-S anchez, & Rudd, 2015), the role of FLEs in SII is less explored. Thus, this research heeds the call for more studies concerning the role of FLEs in implementing service innovations (Cadwallader et al., 2010). This study also addresses the call by reputation researchers to consider 1) employees as an important stakeholder group (Helm, 2013), and 2) reputation outcomes, which have so far been neglected (Walsh, Bartikowski, & Beatty, 2014). To address these voids, this study introduced a model linking FLEs' PER with their tendency to recommend newly introduced services. Additionally, two possible pathways by which PER affects SII, which are respectively based on an efficiency-oriented perspective and a social-political perspective of innovative work behavior, were identified. Except for H6, which was only partially supported in Study 2, all hypotheses received support across two contexts. 4