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What is Service Innovation Behavior

Handbook of Research on Cyber Approaches to Public Administration and Social Policy
It is the behavior shown to provide diversity, innovation, improvement, and update in the services offered by the organization in order to better compete with competitors and increase its market share.
Published in Chapter:
The Role of Flexible Working Arrangements in Reducing Technostress and Job Tension That Negatively Affect Service Innovation Behavior
Ethem Merdan (Kırşehir Ahi Evran University, Turkey) and Himmet Karadal (Bolu Abant İzzet Baysal University, Turkey)
DOI: 10.4018/978-1-6684-3380-5.ch023
Employees may experience technostress and job tension due to reasons such as inability to adapt to technological changes and developments, being constantly intertwined with technological tools and equipment, excessive workload, manager's attitude, communication problems between employees, or conflicts. This situation may adversely affect the service innovation behavior, which means change, development, and differentiation in products and services. Therefore, it may be beneficial for workplace management to implement flexible working arrangements in order to get more efficiency from its employees and to reduce technostress and work tension that negatively affect service innovation behavior. In this study, first of all, the concepts of technostress, job tension, service innovation behavior, and flexible working arrangements will be defined, and the characteristics of these concepts will be given in detail. Then, the theoretical background of the relations between these concepts will be explained, and suggestions will be made for future research.
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