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Frontline employees' participation in service innovation implementation: The role of perceived external reputation

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  • Schaarschmidt, Mario

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.

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  • Schaarschmidt, Mario, 2016. "Frontline employees' participation in service innovation implementation: The role of perceived external reputation," European Management Journal, Elsevier, vol. 34(5), pages 540-549.
    • Handle: RePEc:eee:eurman:v:34:y:2016:i:5:p:540-549
    DOI: 10.1016/j.emj.2016.02.005
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    Cited by:

    1. Vesna Babić-Hodović & Maja Arslanagić-Kalajdžić, 2019. "Perceived Corporate Reputation and Pride as Drivers of Frontline Employees’ Reputation Impact Awareness: Mediating Role of Job Satisfaction," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 31(2), pages 171-185.
    2. Stefan Ivens & Mario Schaarschmidt & Raoul Könsgen, 2021. "When Employees Speak as They Like: Bad Mouthing in Social Media," Corporate Reputation Review, Palgrave Macmillan, vol. 24(1), pages 1-13, February.
    3. Wohlgemuth, Veit & Wenzel, Matthias & Berger, Elisabeth S.C. & Eisend, Martin, 2019. "Dynamic capabilities and employee participation: The role of trust and informal control," European Management Journal, Elsevier, vol. 37(6), pages 760-771.
    4. Wæraas, Arild & Dahle, Dag Yngve, 2020. "When reputation management is people management: Implications for employee voice," European Management Journal, Elsevier, vol. 38(2), pages 277-287.
    5. Tawse, Alex & Tabesh, Pooya, 2021. "Strategy implementation: A review and an introductory framework," European Management Journal, Elsevier, vol. 39(1), pages 22-33.
    6. Song, Yanwu & Zhang, Jinrui & Song, Yingkang & Fan, Xinran & Zhu, Yuqing & Zhang, Chen, 2020. "Can industry-university-research collaborative innovation efficiency reduce carbon emissions?," Technological Forecasting and Social Change, Elsevier, vol. 157(C).
    7. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
    8. Konrad Niziolek & Katarzyna Boczkowska, 2021. "Standardized Management Systems in the Context of Active Employee Participation in Occupational Health and Safety," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 73-88.
    9. Yang Yang & Zhongqiu Li & Yingying Su, 2018. "The Effectiveness of Service Innovation Practices to Reduce Energy Consumption Based on Adaptive Theory," Sustainability, MDPI, vol. 10(9), pages 1-16, September.

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