Frontline employees’ motivation to align with value propositions

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Liewendahl , H & Heinonen , K 2020 , ' Frontline employees’ motivation to align with value propositions ' , Journal of Business & Industrial Marketing , vol. 35 , no. 3 , pp. 420-436 . https://doi.org/10.1108/JBIM-02-2019-0084

Title: Frontline employees’ motivation to align with value propositions
Author: Liewendahl, Helena; Heinonen, Kristina
Contributor: Hanken School of Economics, CERS - Centre for Relationship Marketing and Service Management, Helsinki
Hanken School of Economics, Marketing, Helsinki
Belongs to series: Journal of Business & Industrial Marketing
ISSN: 0885-8624
Abstract: Purpose: Customer value creation is dependent on a firm’s capacity to fulfil its brand promises and value propositions. The purpose of this paper is to explore frontline employees’ motivation to align with value propositions. Design/methodology/approach: The paper explores frontline employees’ motivation to align with a firm’s value propositions as operationalised brand promises. A longitudinal, three-phase case study was conducted on a B2B company in the building and technical trade sector. Findings: This study reveals factors that foster and weaken employees’ motivation to align with a firm’s brand promises and value propositions. The findings show that co-activity and authentic, practice-driven promises and value propositions foster frontline employees’ motivation to uphold brand promises and value propositions, whereas an objectifying stance and power struggle weaken this motivation. Practical Implications: The study indicates that a bottom-up approach to strategising is needed and that frontline employees are to be engaged in traditional managerial domains, such as in developing value propositions. By creating space and agency for frontline employees in the strategising process, their motivation to align with value propositions is fostered. Four motivational modes are suggested to support bottom-up strategising. Originality/value: The paper is unique in its focus on frontline employees’ motivation. Developing value propositions traditionally falls within the domain of management strategising, while employees are ascribed the role of enactment. Contrary to the established norm, this paper highlights employees’ active role in strategising and developing value propositions.
Date: 2020-02-13
Subject: 512 Business and Management
autonomy
value propositions
bottom-up strategizing
co-activity
co-workership
frontline employee motivation
Marketing Logics and Strategizing
KOTA2020
PREM2021_03
0 - Not open access
0 - Not self archived
0- Ingen av författarna har en utländsk affiliation
1- Publicerad utomlands
0- Ingen affiliation med ett företag
AoS: Competition economics and service strategy - Service and customer-oriented management
SDG 9 - Industry, Innovation, and Infrastructure
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