Stemming Frontline Losses in Service Innovation Implementation
Marketing Review St Gallen, vol.
October (4th Quarter/Autumn)
Performance losses from poor implementation rob service innovations of bottom line payoffs. Frontline processes are crucial to stemming these losses in service organizations. Using a frontline perspective and drawing from recent frontline research, we outline key factors that contribute to performance losses in implementing service innovations. We also identify frontline mechanisms that help stem performance losses. We offer guidelines to organizations for designing frontline work for effective implementation of service innovations.