IDEAS home Printed from https://ideas.repec.org/a/spr/joamsc/v44y2016i3d10.1007_s11747-015-0447-4.html
   My bibliography  Save this article

Frontline employees’ collaboration in industrial service innovation: routes of co-creation’s effects on new service performance

Author

Listed:
  • María Leticia Santos-Vijande

    (Universidad de Oviedo)

  • José Ángel López-Sánchez

    (Universidad de Extremadura)

  • John Rudd

    (Aston University)

Abstract

From a Service-Dominant Logic (S-DL) perspective, employees constitute operant resources that firms can draw to enhance the outcomes of innovation efforts. While research acknowledges that frontline employees (FLEs) constitute, through service encounters, a key interface for the transfer of valuable external knowledge into the firm, the range of potential benefits derived from FLE-driven innovation deserves more investigation. Using a sample of knowledge intensive business services firms (KIBS), this study examines 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. Partial least squares structural equation modeling (PLS-SEM) results indicate that FLE co-creation benefits the NS success among FLEs and firm’s customers, the constituents of the resources route. FLE co-creation also has a positive effect on the NSD speed, which in turn enhances the NS quality. NSD speed and NS quality integrate the operational route, which proves to be the most effective path to impact the NS market performance. Accordingly, KIBS managers must value their FLEs as essential partners to achieve successful innovation from an internal and external perspective, and develop the appropriate mechanisms to guarantee their effective involvement along the NSD process.

Suggested Citation

  • María Leticia Santos-Vijande & José Ángel López-Sánchez & John Rudd, 2016. "Frontline employees’ collaboration in industrial service innovation: routes of co-creation’s effects on new service performance," Journal of the Academy of Marketing Science, Springer, vol. 44(3), pages 350-375, May.
    • Handle: RePEc:spr:joamsc:v:44:y:2016:i:3:d:10.1007_s11747-015-0447-4
    DOI: 10.1007/s11747-015-0447-4
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11747-015-0447-4
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11747-015-0447-4?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Richard Shearmur & David Doloreux, 2013. "Innovation and knowledge-intensive business service: the contribution of knowledge-intensive business service to innovation in manufacturing establishments," Economics of Innovation and New Technology, Taylor & Francis Journals, vol. 22(8), pages 751-774, November.
    2. Lukas, Bryan A. & Menon, Ajay, 2004. "New product quality: intended and unintended consequences of new product development speed," Journal of Business Research, Elsevier, vol. 57(11), pages 1258-1264, November.
    3. Gallouj, Faiz & Weinstein, Olivier, 1997. "Innovation in services," Research Policy, Elsevier, vol. 26(4-5), pages 537-556, December.
    4. Bernhardt, Kenneth L. & Donthu, Naveen & Kennett, Pamela A., 2000. "A Longitudinal Analysis of Satisfaction and Profitability," Journal of Business Research, Elsevier, vol. 47(2), pages 161-171, February.
    5. G. M.P. Swann, 2009. "The Economics of Innovation," Books, Edward Elgar Publishing, number 13211.
    6. Eric Vernette & Linda Hamdi-Kidar, 2013. "Co-creation with consumers : who has the competence and wants to cooperate," Post-Print halshs-00862377, HAL.
    7. Mohan V. Tatikonda & Mitzi M. Montoya-Weiss, 2001. "Integrating Operations and Marketing Perspectives of Product Innovation: The Influence of Organizational Process Factors and Capabilities on Development Performance," Management Science, INFORMS, vol. 47(1), pages 151-172, January.
    8. Satu Nätti & Jukka Ojasalo, 2008. "What prevents effective utilisation of customer knowledge in professional B-to-B services? An empirical study," The Service Industries Journal, Taylor & Francis Journals, vol. 28(9), pages 1199-1213, November.
    9. Nicoletta Corrocher & Lucia Cusmano & Andrea Morrison, 2009. "Modes of innovation in knowledge-intensive business services evidence from Lombardy," Journal of Evolutionary Economics, Springer, vol. 19(2), pages 173-196, April.
    10. Coltman, Tim & Devinney, Timothy M. & Midgley, David F. & Venaik, Sunil, 2008. "Formative versus reflective measurement models: Two applications of formative measurement," Journal of Business Research, Elsevier, vol. 61(12), pages 1250-1262, December.
    11. Tenenhaus, Michel & Vinzi, Vincenzo Esposito & Chatelin, Yves-Marie & Lauro, Carlo, 2005. "PLS path modeling," Computational Statistics & Data Analysis, Elsevier, vol. 48(1), pages 159-205, January.
    12. Kevin Zheng Zhou & Julie Juan Li & Nan Zhou & Chenting Su, 2008. "Market orientation, job satisfaction, product quality, and firm performance: evidence from China," Strategic Management Journal, Wiley Blackwell, vol. 29(9), pages 985-1000, September.
    13. Naresh K. Malhotra & Sung S. Kim & Ashutosh Patil, 2006. "Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research," Management Science, INFORMS, vol. 52(12), pages 1865-1883, December.
    14. Weissenberger-Eibl, Marion & Koch, Daniel Jeffrey, 2007. "Importance of industrial services and service innovations," Journal of Management & Organization, Cambridge University Press, vol. 13(2), pages 88-101, June.
    15. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    16. Gudergan, Siegfried P. & Ringle, Christian M. & Wende, Sven & Will, Alexander, 2008. "Confirmatory tetrad analysis in PLS path modeling," Journal of Business Research, Elsevier, vol. 61(12), pages 1238-1249, December.
    17. John Hulland, 1999. "Use of partial least squares (PLS) in strategic management research: a review of four recent studies," Strategic Management Journal, Wiley Blackwell, vol. 20(2), pages 195-204, February.
    18. Heidi M. E. Korhonen & Ilari Kaarela, 2011. "Corporate Customers' Resistance To Industrial Service Innovations," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 15(03), pages 479-503.
    19. Miozzo, Marcela & Grimshaw, Damian, 2005. "Modularity and innovation in knowledge-intensive business services: IT outsourcing in Germany and the UK," Research Policy, Elsevier, vol. 34(9), pages 1419-1439, November.
    20. Drejer, Ina, 2004. "Identifying innovation in surveys of services: a Schumpeterian perspective," Research Policy, Elsevier, vol. 33(3), pages 551-562, April.
    21. Ngo, Liem Viet & O'Cass, Aron, 2013. "Innovation and business success: The mediating role of customer participation," Journal of Business Research, Elsevier, vol. 66(8), pages 1134-1142.
    22. Faïz Gallouj, 1997. "Towards a neo-Schumpeterian theory of innovation in services?," Science and Public Policy, Oxford University Press, vol. 24(6), pages 405-420, December.
    23. Paul A. Pavlou & David Gefen, 2005. "Psychological Contract Violation in Online Marketplaces: Antecedents, Consequences, and Moderating Role," Information Systems Research, INFORMS, vol. 16(4), pages 372-399, December.
    24. Mark Freel, 2006. "Patterns of Technological Innovation in Knowledge-Intensive Business Services," Industry and Innovation, Taylor & Francis Journals, vol. 13(3), pages 335-358.
    25. Marit Engen & Peter Magnusson, 2015. "Exploring the role of front-line employees as innovators," The Service Industries Journal, Taylor & Francis Journals, vol. 35(6), pages 303-324, April.
    26. Lin, Xiaohua & Germain, Richard, 2004. "Antecedents to Customer Involvement in Product Development:: Comparing US and Chinese Firms," European Management Journal, Elsevier, vol. 22(2), pages 244-255, April.
    27. Gruner, Kjell E. & Homburg, Christian, 2000. "Does Customer Interaction Enhance New Product Success?," Journal of Business Research, Elsevier, vol. 49(1), pages 1-14, July.
    28. Whitehead, John C. & Groothuis, Peter A. & Blomquist, Glenn C., 1993. "Testing for non-response and sample selection bias in contingent valuation : Analysis of a combination phone/mail survey," Economics Letters, Elsevier, vol. 41(2), pages 215-220.
    29. Reinartz, Werner & Haenlein, Michael & Henseler, Jörg, 2009. "An empirical comparison of the efficacy of covariance-based and variance-based SEM," International Journal of Research in Marketing, Elsevier, vol. 26(4), pages 332-344.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Hartmann, Mia Rosa & Hartmann, Rasmus Koss, 2023. "Hiding practices in employee-user innovation," Research Policy, Elsevier, vol. 52(4).
    2. Linda D. Hollebeek & Rajendra K. Srivastava & Tom Chen, 2019. "S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM," Journal of the Academy of Marketing Science, Springer, vol. 47(1), pages 161-185, January.
    3. Santos-Vijande, María Leticia & López-Sánchez, Jose Ángel & Pascual-Fernández, Primitiva & Rudd, John M., 2021. "Service innovation management in a modern economy: Insights on the interplay between firms’ innovative culture and project-level success factors," Technological Forecasting and Social Change, Elsevier, vol. 165(C).
    4. de Jong, Ad & Schepers, Jeroen J.L. & Lages, Cristiana R. & Kadić-Maglajlić, Selma, 2021. "The role of the service manager’s perceived career success in frontline employees’ learning processes and service improvement," Journal of Business Research, Elsevier, vol. 134(C), pages 601-617.
    5. Amin, Muhammad & Shamim, Amjad & Ghazali, Zulkipli & Khan, Imran, 2021. "Employee Motivation to Co-Create Value (EMCCV): Construction and Validation of Scale," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    6. Bulent Menguc & Seigyoung Auh & Volkan Yeniaras & Constantine S. Katsikeas, 2017. "The role of climate: implications for service employee engagement and customer service performance," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 428-451, May.
    7. Guo, Feng & Bo, Qingwen & Tong, Xun & Zhang, Xiaofei, 2020. "A paradoxical view of speed and quality on operational outcome: An empirical investigation of innovation in high-tech small and medium-sized enterprises," International Journal of Production Economics, Elsevier, vol. 229(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ronnié Figueiredo & João José Matos Ferreira, 2020. "Spinner Model: Prediction of Propensity to Innovate Based on Knowledge-Intensive Business Services," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 11(4), pages 1316-1335, December.
    2. Maja Savic & Helen Lawton Smith & Ioannis Bournakis, 2014. "The effect of external knowledge sources and their geography on innovation in Knowledge Intensive Business Services (KIBS) SMEs; some Implications for de-industrialised regions in the UK," Working Papers 18, Birkbeck Centre for Innovation Management Research, revised Aug 2014.
    3. Alarcón, José Carlos & Aguilar, Rocio & Galán, Jose Luis, 2019. "Determinants of innovation output in Spanish knowledge-intensive service firms: Stability analysis throughout the economic crisis of 2008," Structural Change and Economic Dynamics, Elsevier, vol. 49(C), pages 228-244.
    4. Ngo, Liem Viet & O'Cass, Aron, 2013. "Innovation and business success: The mediating role of customer participation," Journal of Business Research, Elsevier, vol. 66(8), pages 1134-1142.
    5. Caroline Danièle Mothe & Nguyen-Thi Thuc Uyen, 2012. "The impact of non-technological on technological innovations: do services differ from manufacturing? An empirical analysis of Luxembourg firms," Post-Print hal-00919216, HAL.
    6. Bettina Peters & Rebecca Riley & Iulia Siedschlag & Priit Vahter & John McQuinn, 2014. "Innovation and Productivity in Services: Evidence from Germany, Ireland and the United Kingdom," JRC Working Papers on Corporate R&D and Innovation 2014-04, Joint Research Centre.
    7. Chang, Yuan-Chieh & Chen, Min-Nan, 2016. "Service regime and innovation clusters: An empirical study from service firms in Taiwan," Research Policy, Elsevier, vol. 45(9), pages 1845-1857.
    8. Nicola De Liso & Anna Serena Vergori, 2017. "The Different Approaches to the Study of Innovation in Services in Europe and the USA," Metroeconomica, Wiley Blackwell, vol. 68(1), pages 121-146, February.
    9. Bettina Peters & Rebecca Riley & Iulia Siedschlag & Priit Vahter & John McQuinn, 2018. "Internationalisation, innovation and productivity in services: evidence from Germany, Ireland and the United Kingdom," Review of World Economics (Weltwirtschaftliches Archiv), Springer;Institut für Weltwirtschaft (Kiel Institute for the World Economy), vol. 154(3), pages 585-615, August.
    10. Consoli, Davide & Elche-Hortelano, Dioni, 2010. "Variety in the knowledge base of Knowledge Intensive Business Services," Research Policy, Elsevier, vol. 39(10), pages 1303-1310, December.
    11. Rinaldo Evangelista & Maria Savona, 2010. "Innovation and Employment in Services," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 16, Edward Elgar Publishing.
    12. Rodríguez-Pinto, Javier & Carbonell, Pilar & Rodríguez-Escudero, Ana I., 2011. "Speed or quality? How the order of market entry influences the relationship between market orientation and new product performance," International Journal of Research in Marketing, Elsevier, vol. 28(2), pages 145-154.
    13. Faïz Gallouj, 2012. "Service: innovation, performance and public policy," Working Papers hal-01111765, HAL.
    14. Sebastian Goebel & Barbara E. Weißenberger, 2017. "The Relationship Between Informal Controls, Ethical Work Climates, and Organizational Performance," Journal of Business Ethics, Springer, vol. 141(3), pages 505-528, March.
    15. Ljiljana Božić & Pierre Mohnen, 2016. "Determinants of Innovation in Croatian SMEs – Comparison of Service and Manufacturing Firms," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 28(1), pages 7-27.
    16. Alexandra Rese & Anke Kutschke & Daniel Baier, 2016. "Analyzing The Relative Influence Of Supply Side, Demand Side And Regulatory Factors On The Success Of Collaborative Energy Innovation Projects," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 20(02), pages 1-43, February.
    17. Nitzl, Christian, 2016. "The use of partial least squares structural equation modelling (PLS-SEM) in management accounting research: Directions for future theory development," Journal of Accounting Literature, Elsevier, vol. 37(C), pages 19-35.
    18. Linder, Christian, 2019. "Customer orientation and operations: The role of manufacturing capabilities in small- and medium-sized enterprises," International Journal of Production Economics, Elsevier, vol. 216(C), pages 105-117.
    19. John N. Walsh & Jamie O’Brien, 2017. "A Knowledge-Based Framework for Service Management," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 16(04), pages 1-31, December.
    20. Schicker, Günter & Strassl, Johann, 2015. "A call for action - warum sich das professionelle Managementdes Service Portfolios in der Industrie auszahlt," Weidener Diskussionspapiere 53, University of Applied Sciences Amberg-Weiden (OTH).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:joamsc:v:44:y:2016:i:3:d:10.1007_s11747-015-0447-4. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.