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