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Managing Employee Empowerment and Engagement to Foster Service Innovation

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Jon Sundbo

    (Roskilde University)

  • Lars Fuglsang

    (Roskilde University)

Abstract

This chapter discusses employees’ engagement in service innovation based on empirical research and a conceptual model. This chapter describes what the literature reports about employees’ role in innovation processes. Then, the model is presented and illustrated using three case examples. Finally, a conclusion is presented by drawing out the implications for management. The model illuminates balanced innovation where employees are empowered to engage in intrapreneurship and innovation activities, but this process is also controlled by the management. The three cases illustrate different versions of balanced innovation with different results. Management should emphasize different roles that employees can play in innovation processes.

Suggested Citation

  • Jon Sundbo & Lars Fuglsang, 2022. "Managing Employee Empowerment and Engagement to Foster Service Innovation," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 595-612, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_30
    DOI: 10.1007/978-3-030-91828-6_30
    as

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