ANTECEDENTS AND CONSEQUENCES OF SERVICE INNOVATION PROCESS THE MODERATING ROLE OF MODERN TRANSFORMATIONAL LEADERSHIP AND SERVICE ORIENTATION
DOI:
https://doi.org/10.60101/rmuttgber.2024.266806Keywords:
Service Innovation Process, Antecedents and Consequences, Modern Transformational Leadership, Service OrientationAbstract
Service innovation process is a new creative process to deliver service excellence for customers and lead the organization to achieve goals. Therefore, the organization should be aware and focus on improving their service innovation process. This article proposed the conceptual framework of service innovation process, composing antecedents, consequences, and moderator factors that influence the relationship. This paper has studied and reviewed various sources such as textbooks, research articles, and academic articles to propose the antecedents of service innovation process such as knowledge management, organizational creativity mindset, operational flexibility, and modern transformational leadership. In addition, the consequences of service innovation process for empirical studies in the future and apply the results to the organization.
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