Cover Image

FRONTLINE EMPLOYEE VALUE CO-CREATION BEHAVIOUR IN SERVICE INTERACTION: ROLE OF INTERACTIONAL CAPABILITIES AND MOTIVATION TO CO-CREATE

Value Co-Creation (VCC) is an emerging concept that has vast applications in theory and practice. Though previous research has provided enough insights on the customers' role in VCC, relatively less research exists on frontline employees' (FLEs) perspective. By taking the FLEs perspective,...

Full description

Saved in:
Bibliographic Details
Main Author: MUHAMMAD, AMIN
Format: Thesis
Language:English
Published: 2021
Subjects:
Q Science (General)
Online Access:http://utpedia.utp.edu.my/id/eprint/20733/1/Muhammad%20Amin_17003551.pdf
http://utpedia.utp.edu.my/id/eprint/20733/
Tags: Add Tag
No Tags, Be the first to tag this record!
id oai:utpedia.utp.edu.my:20733
record_format eprints
spelling oai:utpedia.utp.edu.my:207332023-05-15T07:41:35Z http://utpedia.utp.edu.my/id/eprint/20733/ FRONTLINE EMPLOYEE VALUE CO-CREATION BEHAVIOUR IN SERVICE INTERACTION: ROLE OF INTERACTIONAL CAPABILITIES AND MOTIVATION TO CO-CREATE MUHAMMAD, AMIN Q Science (General) Value Co-Creation (VCC) is an emerging concept that has vast applications in theory and practice. Though previous research has provided enough insights on the customers' role in VCC, relatively less research exists on frontline employees' (FLEs) perspective. By taking the FLEs perspective, the aim of the study is two-fold. Firstly, to conceptualize and measure FLEs motivation towards VCC. Secondly, to develop a FLEs engagement model in VCC. Data were collected from 311 front liners of automotive service centres (ASCs) across Peninsular Malaysia and analyzed by using the Co-Variance based Structural Equation Modelling (CB-SEM) approach in SPSS AMOS 21. This research provides some compelling theoretical contributions. 2021-04 Thesis NonPeerReviewed application/pdf en http://utpedia.utp.edu.my/id/eprint/20733/1/Muhammad%20Amin_17003551.pdf MUHAMMAD, AMIN (2021) FRONTLINE EMPLOYEE VALUE CO-CREATION BEHAVIOUR IN SERVICE INTERACTION: ROLE OF INTERACTIONAL CAPABILITIES AND MOTIVATION TO CO-CREATE. PhD. thesis, Universiti Teknologi PETRONAS.
institution Universiti Teknologi Petronas
building UTP Resource Centre
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Petronas
content_source UTP Electronic and Digitized Intellectual Asset
url_provider http://utpedia.utp.edu.my/
language English
topic Q Science (General)
spellingShingle Q Science (General)
MUHAMMAD, AMIN
FRONTLINE EMPLOYEE VALUE CO-CREATION BEHAVIOUR IN SERVICE INTERACTION: ROLE OF INTERACTIONAL CAPABILITIES AND MOTIVATION TO CO-CREATE
description Value Co-Creation (VCC) is an emerging concept that has vast applications in theory and practice. Though previous research has provided enough insights on the customers' role in VCC, relatively less research exists on frontline employees' (FLEs) perspective. By taking the FLEs perspective, the aim of the study is two-fold. Firstly, to conceptualize and measure FLEs motivation towards VCC. Secondly, to develop a FLEs engagement model in VCC. Data were collected from 311 front liners of automotive service centres (ASCs) across Peninsular Malaysia and analyzed by using the Co-Variance based Structural Equation Modelling (CB-SEM) approach in SPSS AMOS 21. This research provides some compelling theoretical contributions.
format Thesis
author MUHAMMAD, AMIN
author_facet MUHAMMAD, AMIN
author_sort MUHAMMAD, AMIN
title FRONTLINE EMPLOYEE VALUE CO-CREATION BEHAVIOUR IN SERVICE INTERACTION: ROLE OF INTERACTIONAL CAPABILITIES AND MOTIVATION TO CO-CREATE
title_short FRONTLINE EMPLOYEE VALUE CO-CREATION BEHAVIOUR IN SERVICE INTERACTION: ROLE OF INTERACTIONAL CAPABILITIES AND MOTIVATION TO CO-CREATE
title_full FRONTLINE EMPLOYEE VALUE CO-CREATION BEHAVIOUR IN SERVICE INTERACTION: ROLE OF INTERACTIONAL CAPABILITIES AND MOTIVATION TO CO-CREATE
title_fullStr FRONTLINE EMPLOYEE VALUE CO-CREATION BEHAVIOUR IN SERVICE INTERACTION: ROLE OF INTERACTIONAL CAPABILITIES AND MOTIVATION TO CO-CREATE
title_full_unstemmed FRONTLINE EMPLOYEE VALUE CO-CREATION BEHAVIOUR IN SERVICE INTERACTION: ROLE OF INTERACTIONAL CAPABILITIES AND MOTIVATION TO CO-CREATE
title_sort frontline employee value co-creation behaviour in service interaction: role of interactional capabilities and motivation to co-create
publishDate 2021
url http://utpedia.utp.edu.my/id/eprint/20733/1/Muhammad%20Amin_17003551.pdf
http://utpedia.utp.edu.my/id/eprint/20733/
_version_ 1768010124916424704
score 13.211869

Similar Items