Casting for service innovation: The roles of frontline employees

The purpose of this paper is to explore the roles of frontline employees in service innovation processes and how they contribute to these roles

Marit Engen

2018

Key concepts

Scholarcy highlights

  • The purpose of this paper is to explore the roles of frontline employees in service innovation processes and how they contribute to these roles
  • FLEs are argued to play an important role in service innovation; neither the potential types of roles nor what taking on these potential roles means to FLEs, have previously been studied
  • This study investigates FLEs' actions in different types of service innovation processes
  • The analysis provides managers with guidelines which can help them to better utilize FLEs as contributors to service innovation, either as leading or supporting actors
  • If the address matches an existing account you will receive an email with instructions to retrieve your username

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