Organizational Intellectual Capital and its Relation to Frontline Service Employee Innovative Behavior: Consumer Value Co-Creation Behavior as a Moderator

dc.contributor.authorChou, C. Y.
dc.contributor.authorHuang, C. H.
dc.contributor.authorLin, Tzu-An
dc.contributor.utdAuthorLin, Tzu-An
dc.date.accessioned2019-10-18T21:37:00Z
dc.date.available2019-10-18T21:37:00Z
dc.date.created2018-09-19
dc.descriptionFull text access from Treasures at UT Dallas is restricted to current UTD affiliates (use the provided Link to Article).
dc.description.abstractFrontline 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. © 2018, Springer-Verlag GmbH Germany, part of Springer Nature.
dc.description.departmentNaveen Jindal School of Management
dc.identifier.bibliographicCitationChou, C. Y., C. H. Huang, and T. -A Lin. 2018. "Organizational intellectual capital and its relation to frontline service employee innovative behavior: consumer value co-creation behavior as a moderator." Service Business 12(4): 663-684, doi: 10.1007/s11628-018-0387-4
dc.identifier.issn1862-8516
dc.identifier.issue4
dc.identifier.urihttps://hdl.handle.net/10735.1/7022
dc.identifier.volume12
dc.language.isoen
dc.publisherSpringer Verlag
dc.relation.urihttp://dx.doi.org/10.1007/s11628-018-0387-4
dc.rights©2018 Springer-Verlag GmbH Germany, part of Springer Nature.
dc.source.journalService Business
dc.subjectEmployee empowerment
dc.subjectOrganizational behavior
dc.subjectCorporate culture
dc.subjectEconomic value added
dc.titleOrganizational Intellectual Capital and its Relation to Frontline Service Employee Innovative Behavior: Consumer Value Co-Creation Behavior as a Moderator
dc.title.alternativeService Business
dc.type.genrearticle

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