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Keywords: Service innovation
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Journal Articles
Exploring front-line employee contributions to service innovation
Available to Purchase
Journal:
European Journal of Marketing
European Journal of Marketing (2015) 49 (9-10): 1346–1365.
Published: 14 September 2015
...Jenny Karlsson; Per Skålén Purpose – This paper aims to study front-line employees’ contribution to service innovation, when they contribute and how they are involved in service innovation. Design/methodology/approach – The paper draws on a multiple-case study on service innovation in four...
