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Erschienen in:
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2022 | OriginalPaper | Buchkapitel

Managing Employee Empowerment and Engagement to Foster Service Innovation

verfasst von : Jon Sundbo, Lars Fuglsang

Erschienen in: The Palgrave Handbook of Service Management

Verlag: Springer International Publishing

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Abstract

This chapter discusses employees’ engagement in service innovation based on empirical research and a conceptual model. This chapter describes what the literature reports about employees’ role in innovation processes. Then, the model is presented and illustrated using three case examples. Finally, a conclusion is presented by drawing out the implications for management. The model illuminates balanced innovation where employees are empowered to engage in intrapreneurship and innovation activities, but this process is also controlled by the management. The three cases illustrate different versions of balanced innovation with different results. Management should emphasize different roles that employees can play in innovation processes.

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Vorheriges Kapitel Beyond the Line of Visibility: Toward Sustainable Service Innovation
Nächstes Kapitel Understanding Key Market Challenges Through Service Innovation
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Metadaten
Titel
Managing Employee Empowerment and Engagement to Foster Service Innovation
verfasst von
Jon Sundbo
Lars Fuglsang
Copyright-Jahr
2022
Verlag
Springer International Publishing
Buch
The Palgrave Handbook of Service Management

Print ISBN: 978-3-030-91827-9

Electronic ISBN: 978-3-030-91828-6

Copyright-Jahr: 2022

DOI
https://doi.org/10.1007/978-3-030-91828-6_30

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