The Nature and Impact of Service Employees’ Innovative Behaviour; a personal-interactive services perspective

The amount of research on service innovation rapidly increased since the start of the third millennium, likely due to the continuous diversification of manufacturing companies into the service sector and the decline of manufacturing in the traditional industrial western countries compared to the World’s emerging economies. Service innovation, furthermore, has received significant attention from academics and practitioners alike and has been increasingly perceived as a means of creating competitive advantage. Arguably, this is due to the growing competition between service companies to reach unconventional levels which led to higher customer expectations of continuous improvement of services.This study investigated the nature and impact of service employees’ innovative behaviour leading to initiating innovation within the sub-sector of personal-interactive services, where the hotel sector was investigated respectively. In doing so, the study also critically reviewed the established literature relevant to service innovation and added further insight to previous research underpinning service employees’ role in initiating innovation.A qualitative case-study research strategy, which compared between three cases, was applied to achieve the objectives of the study. The application of qualitative case-study research allowed closer assessment and observation while the researcher was directly present within the service delivery environment. The combining of qualitative research methods, such as semi-structured interviews, focus groups and direct observation, was applied to congregate evidence of employees’ innovative behaviour patterns from multiple perspectives. The expected limitations of the applied research methods are classically associated with qualitative case-study research such as access barriers, high volume of data outcome and also the complications associated with data collection and analysis.The research findings contributed to the general body of knowledge by highlighting the nature and impact of service employees’ innovative behaviour. A novel classification of six innovative behaviour patterns was established under the three main categories of mandatory, quasi-mandatory and voluntary conduct. The research findings further revealed the significant impact of service employees’ innovative behaviour in initiating innovation, where 49 out of 70 innovative ideas were realised as innovations through employees’ innovative behaviour. The research also added further insight by identifying management procedures and motivation as contextual determinants that enable or inhibit service employees’ innovative behaviour.

Name dc:type.qualificationname

phd

Level dc:type.qualificationlevel

doctoral

Grantor dc:publisher.institution

Liverpool John Moores University

Year dc:date.issued

2015

Author dc:creator

• Edghiem, F

Contributors dc:contributor

• Menacere, Karim
• Mouzughi, Yusra
• Kok, Seng

• HF5001 Business
• G154.9 Travel and state. Tourism

DOI dc:identifier.doi

https://doi.org/10.24377/LJMU.t.00004408

OAI identifier oai:identifier

oai:researchonline.ljmu.ac.uk:4408