Antecedents and Consequences of Climate for Retail Service Innovation: A Multilevel Investigation
Abstract
With heightened competition and an uncertain economic environment, many organizations are adopting team-based structures to better compete and survive (Sundstrom 1999). In particular, observers have noted the importance of semi-autonomous frontline employee (FLE) teams as being critical to service organizations’ efforts to generate, test and implement successful innovations. While such efforts have rapidly become cornerstones of organizational change, managers are simultaneously charged with cost-cutting dictums aimed at streamlining how work is performed and encouraging employees to adhere to consistent sets of procedures. It follows that managers at all levels greatly desire better understanding of the mechanisms that enable the organization to efficiently diffuse and embed successful work practices in a manner that does not detract from the ability of its constituent teams and employees to develop novel, value-creating solutions.
Publication Title
Developments in Marketing Science: Proceedings of the Academy of Marketing Science
Recommended Citation
Deitz, G., & Babakus, E. (2015). Antecedents and Consequences of Climate for Retail Service Innovation: A Multilevel Investigation. Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 432-435. https://doi.org/10.1007/978-3-319-10951-0_161
