Stemming Frontline Performance Losses in Service Innovation Implementation
نویسندگان
چکیده
Frontline processes are crucial in order to stem performance losses in service organizations. Using a frontline perspective, this article outlines the key factors that contribute to performance losses in the implementation of service innovations and identifies frontline mechanisms that help stem performance losses. By offering guidelines to organizations for designing frontline processes, the authors show how service innovations can be implemented in an effective and efficient way.
منابع مشابه
The Impact of Knowledge Management Strategy on Service Innovation Performance in Private and Public Hospitals
The main objective of this research is to investigate the comparative effect of knowledge management strategy on the service innovation performance in public and private hospitals through the mediating role of knowledge management practices. Drawing in knowledge management theory, all the organizations require a suitable knowledge management strategy to perform successfully. Therefore, this res...
متن کاملTowards More Effective Service Management Decision Making: Design and Application of an Optimization Framework in a Frontline Employee Management Context
Despite the awareness that effective management of the climate in which service employees operate is a necessary condition for the development of favorable customer service evaluations and the generation of service revenues, little research exists that includes this knowledge in decision making models. By combining existing knowledge on service management with mathematical rigor, this study dev...
متن کاملIntegrated versus fragmented implementation of complex innovations in acute health care
BACKGROUND Increased demand and escalating costs necessitate innovation in health care. The challenge is to implement complex innovations-those that require coordinated use across the adopting organization to have the intended benefits. PURPOSE We wanted to understand why and how two of five similar hospitals associated with the same health care authority made more progress with implementing ...
متن کاملVISCI Virtual Intelligent Space for Collaborative Innovation - Project Description
This paper introduces the Virtual Intelligent Space for Collaborative Innovation (VISCI) multidisciplinary research project. The project has commenced in 2009 and continues until the end of 2012. The main goal for the research is the investigation of virtual collaborative spaces, which allow for rich interaction in innovation activities. The project aims to achieve this through multidisciplinar...
متن کاملService innovation management practices in the telecommunications industry: what does cross country analysis reveal?
Service innovation management practice is currently being widely scrutinized mainly in the developed countries, where it has been initiated. The current study attempts to propose a framework and empirically validate and explain the service innovation practices for successful performance in the telecommunications industry of two developing countries, Malaysia and Bangladesh. The research framewo...
متن کامل