Employee acceptance of disruptive service innovations at the frontline: The role of collective sensemaking processes

IF 3.7 3区 管理学 Q2 MANAGEMENT
Christopher Garrelfs, Carsten Schultz, Marie Luengen
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Abstract

Acceptance of service innovation by frontline employees is a challenging issue, especially if such innovations have the potential to disrupt existing value creation models and individual competencies. Disruptive service innovations are often (1) characterized by a high degree of innovativeness related to significant changes in technology and in the market and (2) may be introduced by technology manufacturers as new service market entrants that cause a competitive threat to the existing service provision. We argue that such innovations challenge frontline employees' focus on routines and standardized service operating procedures. The perceived threat and resulting high levels of uncertainty may inhibit innovation acceptance. Our study follows a collective sensemaking perspective, paying special attention to investigating the moderating role of (1) the exchange of operational information within a workgroup and (2) a firm's entrepreneurial orientation. Whereas the former may increase frontline employees' preference for incremental improvements, the latter may help to increase the acceptance level of potentially more disruptive innovations. We test our theoretically derived hypotheses with an experimental vignette study of 671 frontline employees in the field of audiology, a health care market particularly affected by both more radical and market entrant innovations. Results show that a high degree of innovativeness has a negative effect on innovation acceptance. Frontline employees accept radical innovations less readily than incremental innovations. A competitive threat from new technology manufacturers in the supply chain does not lead to a lower innovation acceptance level. The moderation results indicate significant effects of both information exchange and entrepreneurial orientation. Intensive information exchange within the workgroup strengthens the negative relationship between the degree of innovativeness and innovation acceptance. In contrast, a high degree of entrepreneurial orientation weakens the negative relationship between a competitive threat and innovation acceptance.

Abstract Image

员工在一线接受颠覆性服务创新:集体感知过程的作用
一线员工接受服务创新是一个具有挑战性的问题,特别是如果这些创新有可能破坏现有的价值创造模式和个人能力。颠覆性服务创新通常具有以下特点:(1)与技术和市场的重大变化相关的高度创新性;(2)可能由技术制造商作为新的服务市场进入者引入,对现有服务提供构成竞争威胁。我们认为,这些创新挑战了一线员工对常规和标准化服务操作程序的关注。感知到的威胁和由此产生的高度不确定性可能会抑制创新的接受。我们的研究遵循集体意义构建的视角,特别关注调查(1)工作组内运营信息的交换和(2)公司的创业导向的调节作用。前者可能会增加一线员工对渐进式改进的偏好,后者可能有助于提高对潜在更具破坏性的创新的接受程度。我们通过对听力学领域671名一线员工的实验研究来验证我们的理论假设,听力学是一个特别受激进创新和市场进入者创新影响的医疗保健市场。结果表明,创新程度高对创新接受度有负向影响。与渐进式创新相比,一线员工更不容易接受激进式创新。来自供应链中新技术制造商的竞争威胁不会导致创新接受水平的降低。中介结果表明,信息交换和创业导向的中介效应均显著。工作组内部密集的信息交流强化了创新程度与创新接受度之间的负向关系。相反,高度的创业导向会削弱竞争威胁与创新接受度之间的负向关系。
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来源期刊
CiteScore
7.70
自引率
11.40%
发文量
57
期刊介绍: Creativity and Innovation Management bridges the gap between the theory and practice of organizing imagination and innovation. The journal''s central consideration is how to challenge and facilitate creative potential, and how then to embed this into results-oriented innovative business development. The creativity of individuals, coupled with structured and well-managed innovation projects, creates a sound base from which organizations may operate effectively within their inter-organizational and societal environment. Today, successful operations must go hand in hand with the ability to anticipate future opportunities. Therefore, a cultural focus and inspiring leadership are as crucial to an organization''s success as efficient structural arrangements and support facilities. This is reflected in the journal''s contents: -Leadership for creativity and innovation; the behavioural side of innovation management. -Organizational structures and processes to support creativity and innovation; interconnecting creative and innovative processes. -Creativity, motivation, work environment/creative climate and organizational behaviour, creative and innovative entrepreneurship. -Deliberate development of creative and innovative skills including the use of a variety of tools such as TRIZ or CPS. -Creative professions and personalities; creative products; the relationship between creativity and humour; arts and amp; humanities side of creativity.
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