Innovation calling-components of the innovative organisation : a call centre perspective
Smith, Marisa and Ball, Peter and Busi, Marco and van der Meer, Robert (2006) Innovation calling-components of the innovative organisation : a call centre perspective. In: 13th International Annual Conference of the European Operations Management Association, 2006-06-18 - 2006-06-21.
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Abstract
This paper presents a literature review that was carried out to understand and group the organisational characteristics that affect the front-line employees innovative ability to encourage incremental process innovation. The findings of the literature review identified six key organisational areas and subsequent components that were important to stimulating innovative ability. To understand how the organisational components could be related to a particular context they were discussed in relation to a mass production form of call centre that are focused on cost reduction and operational efficiency. It was found that by analysing the context in relation to the organisational components of an innovative organisation that it could be concluded that mass production call centres do not have the characteristics that are apparent of an innovative organisation, which leads to the identification of a wider research area that links types of call centre with their organisational characteristics and their innovative ability. The paper also identifies that the matter of front-line employees role in the organisational innovative ability of call centres is a research area that requires further empirical investigation in order that innovation can be used to support call centres move up the value chain.
Creators(s): | Smith, Marisa, Ball, Peter, Busi, Marco and van der Meer, Robert; | Item type: | Conference or Workshop Item(Paper) |
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ID code: | 8657 |
Keywords: | innovation, calling-components, organisation, call centre, Management. Industrial Management, Management Science and Operations Research |
Subjects: | Social Sciences > Industries. Land use. Labor > Management. Industrial Management |
Department: | Faculty of Engineering > Design, Manufacture and Engineering Management Strathclyde Business School > Management Science |
Depositing user: | Strathprints Administrator |
Date deposited: | 16 Mar 2010 09:53 |
Last modified: | 18 Nov 2020 04:09 |
URI: | https://strathprints.strath.ac.uk/id/eprint/8657 |
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