Customer and Frontline Employee Influence on New Service Development Performance

Melton, Horace L.; Hartline, Michael D.

doi:10.1177/1094670510369378

Cited by 203 publications

(191 citation statements)

References 30 publications

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“…Babakus, Yavas, Karatepe and Avci (2003) analyzed the essential attributes of the growth of the financial performance of the commercial bank, and stated that the area of job satisfaction is an important factor that significantly affects ability of staff to provide quality data to their clients. Similar conclusions are indicated also by Matzler and Renzl (2006), Melton andHartline (2010), or Saura, Contrí, Taulet andVelasquez (2005). Yee, Yeung and Cheng (2010) indicate that loyal employees have many opportunities to understand and meet specific needs of bank customers, which represents a higher quality of services.…”

Section: Basic Attributes Of Employee Satisfaction In the Banking Sectorsupporting

confidence: 69%

The Impact of the Financial Crisis on Business Ethics in the Banking Sector: A Case Study from Slovakia

Belás

2013

Review of Economic Perspectives

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Abstract:The importance of ethical standards for financial markets is based on the purpose of commercial banks and other financial institutions which operate with money of others. Besides significant economic implications, the financial crisis has also revealed considerable lack of moral values in commercial banking, which has been reflected by a very unscrupulous approach of bankers to their clients. The crisis has also caused a fundamental turnaround in public opinions on commercial banking and increased the pressure on application of moral principles in banking, which represents an appropriate complement of banking regulations.The aim of this article is to determine the basic attributes of business ethics in commercial banking and quantify changes in moral attitudes of bank employees in Slovakia through own research, which occurred during the financial crisis. Moral attitudes of bank employees are analyzed in relation to reaching customer satisfaction.The research focuses on identificating satisfaction of bank employees and also on how their satisfaction reflects acceptance of customers' needs. A part of the research also deals with evaluation of customer satisfaction in the same timeframe.The results of our empirical research show that the low level of satisfaction and loyalty of bank employees is transferred to the low acceptance rate of customer need to sell bank's products in the banking sector in Slovakia. The low level of satisfaction and loyalty has also caused a decline in the overall customer satisfaction. Index of personal satisfaction of bank's customers has slightly increased in the examined period, but its current level is still very low.

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Section: Basic Attributes Of Employee Satisfaction In the Banking Sectorsupporting

confidence: 69%

The Impact of the Financial Crisis on Business Ethics in the Banking Sector: A Case Study from Slovakia

Belás

2013

Review of Economic Perspectives

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“…For example, Den Hertog (2000) introduces the term 'client-interface innovations' and maintains that "the way the service provider interacts with the client can itself be a source of innovation" [Den Hertog, (2000), p.496]. This is in line with the service innovation literature, which suggests that firms involve customers in the idea generation phase and to a lesser extent in later phases of the new service development process (e.g., Carbonell et al, 2012;Melton and Hartline, 2010). Finally, over time, the provider assimilates complementing goods-related knowledge from interactions with the customer (Foss et al, 2011).…”

Section: Conceptual Backgroundsupporting

confidence: 64%

Transforming from service providers to solution providers: implications for provider-customer relationships and customer-induced solution innovation

Hoeber

Schaarschmidt

2017

IJTM

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Abstract:There is a rich body of literature investigating the integration of customers into innovation processes. The various strands of this literature converge on the notion that integrating customers creates access to use-related knowledge that is needed to better target future customers. In a similar vein, solution selling has emerged as a means to provide solutions that fulfil customers' demands as an alternative to selling products and services to an unknown, anonymous customer. Here, most research adopts a producer-centric view. Yet, little research exists that: 1) combines customer integration and solution selling; 2) considers service companies. Thus, the authors' aim was to investigate whether and how a transformation from being a service provider to being a solution provider influences the provider's relationship with the customer, affects customer-induced service and solution innovation, and shapes the provider's absorptive capacity. The authors employ a case study design and investigate a German medium-sized IT consulting firm. The main result is the identification of testable propositions stemming from expert interviews and additional company data. At the end of the article, the authors discuss theoretical and managerial implications.

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“…Since previous S-D logic innovation research has shown that personnel external to the R&D department, e.g. managers and frontline employees, contribute to firms' creation of value propositions (Cadwaller et al 2010;Melton and Hartline 2010;Ordanini and Parasuraman 2011), we focused on innovation projects comprised of such personnel.…”

Section: Methods Data Collectionmentioning

confidence: 99%

Exploring value propositions and service innovation: a service-dominant logic study

Skålén

Gummerus

Koskull

et al. 2014

J. of the Acad. Mark. Sci.

361

367

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This paper has been peer-reviewed but does not include the final publisher proof-corrections or journal pagination. Citation for the original published paper (version of record):Skålen, P., Gummerus, J., Koskull, C., Magnusson, P. (2015) Exploring value propositions and service innovation: a service-dominant logic study. Journal of the Academy of Marketing ABSTRACTThis paper presents an eight-firm study, conducted from the service-dominant logic perspective, which makes a contribution regarding knowledge of the anatomy of value propositions and service innovation. The paper suggests that value propositions are configurations of several different practices and resources. The paper finds that 10 common practices, organized in three main aggregates, constitute and fulfill value propositions: i.e. provision practices, representational practices, and management and organizational practices.Moreover, the paper suggests that service innovation can be equated with the creation of new value propositions by means of developing existing or creating new practices and/or resources, or by means of integrating practices and resources in new ways. It identifies four types of service innovation (adaptation, resource-based innovation, practice-based innovation, and combinative innovation) and three types of service innovation processes (practice-based, resource-based, and combinative). The key managerial insight provided by the paper is that service innovation must be conducted and value propositions must be evaluated from the perspective of the customers' value creation, the service that the customer experiences.Successful service innovation is not only contingent on having the right resources, established methods and practices for integrating these resources into attractive value propositions are also needed.

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Customer and Frontline Employee Influence on New Service Development Performance

Cited by 203 publications

References 30 publications

The Impact of the Financial Crisis on Business Ethics in the Banking Sector: A Case Study from Slovakia

The Impact of the Financial Crisis on Business Ethics in the Banking Sector: A Case Study from Slovakia

Transforming from service providers to solution providers: implications for provider-customer relationships and customer-induced solution innovation

Exploring value propositions and service innovation: a service-dominant logic study

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