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 language | English |
|---|---|
| Pages (from-to) | 663-684 |
| Number of pages | 22 |
| Journal | Service Business |
| Volume | 12 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - 2018 Dec 15 |
| Externally published | Yes |
Keywords
- Employee innovative behavior
- Frontline service employee
- Organizational intellectual capital
- Value co-creation
ASJC Scopus subject areas
- Business and International Management
- Strategy and Management