International Journal of Management and Applied Science (IJMAS)
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current issues
Volume-5,Issue-8  ( Aug, 2019 )
Past issues
  1. Volume-5,Issue-8  ( Aug, 2019 )
  2. Volume-5,Issue-7  ( Jul, 2019 )
  3. Volume-5,Issue-6  ( Jun, 2019 )
  4. Volume-5,Issue-5  ( May, 2019 )
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  8. Volume-5,Issue-1  ( Jan, 2019 )
  9. Volume-4,Issue-12  ( Dec, 2018 )
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Statistics report
Oct. 2019
Submitted Papers : 80
Accepted Papers : 10
Rejected Papers : 70
Acc. Perc : 12%
Issue Published : 66
Paper Published : 4089
No. of Authors : 8401
  Journal Paper




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

Author :Mohammad A Al-Hawari

Article Citation :Mohammad A Al-Hawari , (2018 ) " Does Customer Solidarity Lead to Employees’ Services Innovative Behavior? " , International Journal of Management and Applied Science (IJMAS) , pp. 76-78, Volume-4,Issue-12

Abstract : 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

Type : Research paper


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