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Organizational intellectual capital and its relation to frontline service employee innovative behavior: consumer value co-creation behavior as a moderator

Author

Listed:
  • Cindy Yunhsin Chou

    (Yuan Ze University)

  • Chin Hsiu Huang

    (Yuan Ze University/Innovation Center of Lion Travel Co. LTD)

  • Tzu-An Lin

    (The University of Texas at Dallas)

Abstract

Frontline service employee innovative behavior is “the moment of truth” that significantly affects organizational performance. Yet, little research has investigated the effect of organizational intellectual capital on frontline service employee innovative behavior. This study used SPSS 24.0 and AMOS 20.0 to examine the structural model and the hypothetical effects of (1) different dimensions of organizational intellectual capital on frontline service employee innovative behavior and (2) consumer value co-creation on frontline service employee innovative behavior along the dimensions of organizational intellectual capital. A total of 282 valid questionnaires were collected from frontline service employees working at a travel agency located in Taipei, Taiwan. Human capital and customer capital were found to positively affect frontline service employee innovative behavior. The interactions between consumer value co-creation and human and customer capital had a significant moderating effect on frontline service employee innovative behavior.

Suggested Citation

  • Cindy Yunhsin Chou & Chin Hsiu Huang & Tzu-An Lin, 2018. "Organizational intellectual capital and its relation to frontline service employee innovative behavior: consumer value co-creation behavior as a moderator," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 663-684, December.
    • Handle: RePEc:spr:svcbiz:v:12:y:2018:i:4:d:10.1007_s11628-018-0387-4
    DOI: 10.1007/s11628-018-0387-4
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    2. María A. Quintás & Ana I. Martínez-Senra & Adela García-Pintos, 2023. "Is the hotel industry really committed to the environment? Answering using the business models framework," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 395-428, March.
    3. Nguyen Hong Phuoc & Le Nguyen Hau & Pham Ngoc Thuy, 2022. "The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 159-186, March.
    4. Abdullah Uslu & Gözde Seval Ergün, 2021. "The Moderator Effect of the Perception of Value Co-Creation on the Relationship between Hotel Brand Equity and WOM," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 14(2), pages 149-164.
    5. Kozák Vratislav & Kolářová Vendula, 2019. "A trip project for more demanding clientele involving the climb on Matterhorn," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 13(1), pages 900-910, May.
    6. Chen-Yueh Chen & Ya-Lun Chou & Chun-Shih Lee, 2021. "Social Innovation, Employee Value Cocreation, and Organizational Citizenship Behavior in a Sport-Related Social Enterprise: Mediating Effect of Corporate Social Responsibility," Sustainability, MDPI, vol. 13(22), pages 1-10, November.

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