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The roles of employee–employee collaboration and employee–customer collaboration in fitness service innovation: a comparison of frontline and non-frontline employees.
- Source :
-
International Journal of Sports Marketing & Sponsorship . 2023, Vol. 24 Issue 4, p793-813. 21p. 2 Diagrams, 4 Charts, 1 Graph. - Publication Year :
- 2023
-
Abstract
- Purpose: In this study the authors examined the impact of employees' collaborative behaviours with colleagues and customers (i.e. employee–employee collaboration and employee–customer collaboration) on their creative self-efficacy and service innovation from the perspective of service-dominant logic. The authors also examined the differences between frontline and non-frontline fitness service employees in our research model. This study aims to discuss the aforementioned objectives. Design/methodology/approach: Participants were fitness-centre employees in Taiwan recruited via convenience sampling. A total of 410 participants completed our online survey, and the authors analysed the data using partial least squares structural equation modelling (PLS-SEM). Findings: The authors found that collaboration with both colleagues and customers had a positive impact on employees' creative self-efficacy. Collaboration with colleagues directly affected service innovation, while collaboration with customers indirectly affected service innovation via creative self-efficacy. In addition, there was a significant difference between frontline and non-frontline employees in our research model. Specifically, the path from collaboration with customers to creative self-efficacy was stronger for frontline employees, and the path from creative self-efficacy to service innovation was stronger for non-frontline employees. Originality/value: This study improves the understanding of the way in which different collaborative behaviours promote employees' creative self-efficacy and service innovation. Further, it is the first to identify the difference between frontline and non-frontline employees and it shows how the effects of collaborative behaviours differ between them in the context of fitness services. [ABSTRACT FROM AUTHOR]
Details
- Language :
- English
- ISSN :
- 14646668
- Volume :
- 24
- Issue :
- 4
- Database :
- Academic Search Index
- Journal :
- International Journal of Sports Marketing & Sponsorship
- Publication Type :
- Academic Journal
- Accession number :
- 172914291
- Full Text :
- https://doi.org/10.1108/IJSMS-12-2022-0206