Paper Title
Does Customer Solidarity Lead to Employees’ Services Innovative Behavior?

The major aim of this study is to investigate the influence of customer’s solidarity on information exchange, and how information exchange impacts frontline employee’s innovative behavior. Self-administrated survey was used to collect data from frontline employees of services organizations in the UAE. Structural Equation Modeling (SEM) using AMOS.20 was used to test for the hypothesized relationship. The results showed that customer’s solidarity has a positive and significant relationship with information exchange with customers. Further, the information exchange has a positive and significant relationship with employee’s innovative behavior. Service organization managers should encourage their frontline employees to build a strong and trustable relationships with customers in order to facilitate the process of information exchange between the two parties. The smooth flow of information between employees and customers would enable employees to identify problems/opportunities and motivate employees to be alerted and updated, show innovative behavior, and eventually innovative services process. Keywords - Customers’ Solidarity, Information Exchange, Innovative Behavior, Frontline Employees