EconPapers    
Economics at your fingertips  
 

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 () and Tzu-An Lin ()
Additional contact information
Cindy Yunhsin Chou: Yuan Ze University
Chin Hsiu Huang: Yuan Ze University/Innovation Center of Lion Travel Co. LTD
Tzu-An Lin: The University of Texas at Dallas

Service Business, 2018, vol. 12, issue 4, 663-684

Abstract: 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.

Keywords: Organizational intellectual capital; Value co-creation; Frontline service employee; Employee innovative behavior (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: Track citations by RSS feed

Downloads: (external link)
http://link.springer.com/10.1007/s11628-018-0387-4 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:svcbiz:v:12:y:2018:i:4:d:10.1007_s11628-018-0387-4

Ordering information: This journal article can be ordered from
http://www.springer.com/business/journal/11628

Access Statistics for this article

Service Business is currently edited by S.M. Lee and J. Millet Roig

More articles in Service Business from Springer, Pan-Pacific Business Association
Bibliographic data for series maintained by Sonal Shukla ().

 
Page updated 2019-05-21
Handle: RePEc:spr:svcbiz:v:12:y:2018:i:4:d:10.1007_s11628-018-0387-4