Theoretical Model For Developing Frontline Employees Value Co-Creation Behaviour Through Service Practices
Abstract
The objective of the paper is to theoretically foster the understanding of organizational provided service practices (SP) and capabilities that facilitate and enhance the frontline employees’ engagement in value co-creation. This paper proposed a typology of service practices which consists of regulative, normative and cognitive. This proposed conceptual model extends the understanding and conceptualization of engagement of frontline employees (FLEs) in value co-creation (VCC) processes. This study meaningfully contributes to theorizing and advancing the understanding about service practices towards the engagement of FLEs in VCC. The proposed model takes the consideration of complex service setting and micro-foundations perspective which reflects a broad set of research. The proposed model is not only interesting from theoretical point of view, but for manager, for whom engagement of FLEs in value co-creation holds the potential for improved customer satisfaction and loyalty. FLEs engagement in value co-creation lead towards more creative and higher quality ideas that are more valued by customers.
Copyright information
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
About this article
Publication Date
30 December 2020
Article Doi
eBook ISBN
978-1-80296-099-0
Publisher
European Publisher
Volume
100
Print ISBN (optional)
-
Edition Number
1st Edition
Pages
1-905
Subjects
Multi-disciplinary, accounting, finance, economics, business, management, marketing, entrepreneurship, social studies
Cite this article as:
Amin, M., Ghazali, Z., Shamim, A., & Siddique, J. (2020). Theoretical Model For Developing Frontline Employees Value Co-Creation Behaviour Through Service Practices. In N. S. Othman, A. H. B. Jaaffar, N. H. B. Harun, S. B. Buniamin, N. E. A. B. Mohamad, I. B. M. Ali, N. H. B. A. Razali, & S. L. B. M. Hashim (Eds.), Driving Sustainability through Business-Technology Synergy, vol 100. European Proceedings of Social and Behavioural Sciences (pp. 699-707). European Publisher. https://doi.org/10.15405/epsbs.2020.12.05.76