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The human resources dimension in innovation orientation

In: Innovation Orientation in Business Services

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Abstract

The human resources dimension is crucial in the elaborated model of an innovation orientation of a company providing business services. Particularly in case of services, the knowledge, competence and behaviours of employees have an enormous influence on customer perceptions of the service company, since service delivery occurs during the service encounter or during the interaction between employees and customers. In this chapter the significance of human resources as an element of human capital is discussed. The role of employees in the service company is analysed based on the Person-Environment fit theory. The issue of ‘hot groups’ and ‘charged behaviour’ is stressed as desirable in business service companies with innovation orientation. It is emphasised that the relations between employees are also important, hence the discussion of social capital. Human resource management is analysed in reference to achieving innovation orientation. The focus is on knowledge management, including self-transcending knowledge.

Suggested Citation

  • ., 2021. "The human resources dimension in innovation orientation," Chapters, in: Innovation Orientation in Business Services, chapter 5, pages 72-89, Edward Elgar Publishing.
    • Handle: RePEc:elg:eechap:19897_5
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    Cited by:

    1. Kotsopoulos, Dimosthenis & Karagianaki, Angeliki & Baloutsos, Stratos, 2022. "The effect of human capital, innovation capacity, and Covid-19 crisis on Knowledge-Intensive Enterprises’ growth within a VC-driven innovation ecosystem," Journal of Business Research, Elsevier, vol. 139(C), pages 1177-1191.

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