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

Cindy Yunhsin Chou*, Chin Hsiu Huang, Tzu An Lin

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

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.

Original languageEnglish
Pages (from-to)663-684
Number of pages22
JournalService Business
Volume12
Issue number4
DOIs
Publication statusPublished - 2018 Dec 15
Externally publishedYes

Keywords

  • Employee innovative behavior
  • Frontline service employee
  • Organizational intellectual capital
  • Value co-creation

ASJC Scopus subject areas

  • Business and International Management
  • Strategy and Management

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