Frontline service innovation within an agricultural retail, trade and services organisation

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 service innovation among frontline employees within an agricultural retail, trade and services organisation within the Western Cape. Design/methodology/approach: A quantitative data gathering method was employed in the current study. Paper-and-pencil questionnaires were utilised to gather data from 150 frontline employees working within an agricultural, trade and services organisation within the Western Cape. Findings/results: The results confirmed 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 was established as being significant, while Innovative Organisational Climate significantly mediated the relationship between Empowering Leadership and Psychological Safety. Practical implications: These findings equip organisations with the knowledge to facilitate the development of frontline service innovation on multiple organisational levels and lead the way for future research on this topic. Originality/value: The current study contributed towards the conceptualisation of the construct of Frontline Service Innovation and towards the development of an instrument that measures this construct.