How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?

IF 3.8 4区管理学 Q2 BUSINESS Journal of Services Marketing Pub Date : 2024-03-22 DOI:10.1108/jsm-03-2023-0096

Fatemeh S. Shahmehr, Amrik Sohal, Seyed Mohammad Sadegh Khaksar

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Abstract

Purpose

This study aims to explore how not-for-profit organisations (NFPs) adopt service innovation and improve their employee resilience capabilities as a response to environmental changes arising from marketisation of public services.

Design/methodology/approach

Using a multiple case-study research design, this study involved 32 interviews with frontline employees working in a not-for-profit care-providing organisation.

Findings

This study finds that the development of absorptive capacity can facilitate service innovation adoption in NFPs and improve employee resilience in times of transition.

Originality/value

This study offers theoretical insights on service innovation, absorptive capacity and employee resilience in NFPs. It makes practical recommendations that will enable NFPs to help frontline employees better adopt service innovation practices in business models endorsed by the private sector.

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服务创新实践如何培养非营利组织一线员工的应变能力？

目的本研究旨在探讨非营利组织（NFP）如何采用服务创新并提高其员工的应变能力，以应对公共服务市场化所带来的环境变化。研究结果本研究发现，吸收能力的发展可以促进非营利性医疗机构采用服务创新，并提高员工在转型时期的应变能力。它提出了切实可行的建议，使非营利组织能够帮助一线员工更好地采用私营部门认可的商业模式中的服务创新做法。

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来源期刊

Journal of Services Marketing BUSINESS-

CiteScore

7.80

自引率

20.50%

发文量

期刊介绍： ■Customer policy and service ■Marketing of services ■Marketing planning ■Service marketing abroad ■Service quality Capturing and retaining customers in a service industry is a vastly different activity to its product-based counterpart. The fickle nature of today"s consumer is a vital factor in understanding the factors which determine successful holding of market share - and the intense competition within the sector means practitioners must keep pace with new developments if they are to outwit competitors and develop customer loyalty.