Nieder-Heitmann, Marietjie; Malan, Dirk J. - In: South African journal of business management 54 (2023) 1, pp. 1-12
Purpose: A review of the literature on service innovation revealed that several contributing factors may facilitate service innovation among frontline employees. The purpose of this article was to explore and empirically evaluate a theoretical model identifying the antecedents of frontline...