Browsing by Author "Nieder-Heitmann, Marietjie"

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    Antecedents of frontline service innovation within an agricultural, retail and services organisation within the Western Cape
    (Stellenbosch : Stellenbosch University, 2019-12) Nieder-Heitmann, Marietjie; Malan, D. J.; Stellenbosch University. Faculty of Economic and Management Sciences. Dept. of Industrial Psychology.
    ENGLISH SUMMARY : Research on innovation in services is limited and it is only since the Gross Domestic Profit (GDP) of services sectors in most developed countries have started to exceed that of manufacturing, that the need for research has increased. Apart from the dramatic growth in services, the continous increase in business competition justifies more research on the manifestation and reinforcement of innovative behaviour on the individual frontline level. This study explored and empirically evaluated a theoretical model that identifies antecedents of Frontline Service Innovation amongst frontline employees within an agricultural retail, trade and services organisation within the Western Cape. The nomological network of latent variables included Frontline Service Innovation, Psychological Ownership, Emotional Intelligence, Empowering Job Characteristics, Innovative Organisational Climate, Psychological Safety, Creative Self-Efficacy and Empowering Leadership. The data was collected by means of a self-administered paper-and-pencil questionnaire and 150 questionnaires in total were completed. The measurement model was statistically evaluated by means of Partial Least Squares Structural Equation Modelling (PLS-SEM) and, where necessary, Linear Structural Relations (LISREL), but only PLS-SEM was utilised for the statistical evaluation of the structural model. The most important findings of the current study were that both Emotional Intelligence and Creative Self-Efficacy had a significant direct relationship with Frontline Service Innovation and Creative Self-Efficacy mediated the relationship between Empowering Job Characteristics and Frontline Service Innovation. In addition, the relationships between Empowering Leadership and Innovative Organisational Climate, Empowering Job Characteristics and Creative Self-Efficacy, Empowering Job Characteristics and Psychological Ownership, and Empowering Job Characteristics and Psychological Safety were established as being significant, with the mediating effect of Innovative Organisational Climate on the relationship between Empowering Leadership and Psychological Safety also being significant. This study richly contributes to research on service innovation. The limitations of the current research project are discussed along with recommendations regarding future research. The findings have enabled the researcher to discuss the practical implications thereof and to recommend a number of interventions aimed at facilitating Frontline Service Innovation in similar organisations.