The power of coworkers in service innovation: the moderating role of social interaction |
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Authors: | Yong-Quan Li |
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Institution: | Research Center for Tourism and Service Management, College of Tourism, Huaqiao University, Quanzhou, P.R. China |
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Abstract: | Service innovation is central to firms when explaining business success and competitiveness. However, little is known about how useful feedback and help/support from coworkers affect desirable innovation outcomes. This study draws on a conceptual model and theorizes that firms’ support of useful feedback from coworkers and coworkers’ help and support along with social interaction would achieve service innovation. In a sample of 382 employees from a large multinational firm, as hypothesized, employees with highly useful feedback and help/support from coworkers exhibited the highest level of firm service innovation. Moreover, managers can enhance this positive relationship by relying more on increased social interaction among employees for innovation performance. |
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Keywords: | Service innovation social interaction useful feedback help and support coworker |
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