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Service innovations in airlines: A frontline employee perspective

Year: 2025

Type: article

Abstract: • The article expands the literature on the emergence of service innovations in aviation. • The analysis includes data from 277 airline employees from 80 European airlines. • Frontline employees play a prominent role in the innovation processes of airlines. • Frontline employees in airlines gather ideas in customer contact situations, which can lead to service innovations. • The innovation climate in airlines is a crucial organisational antecedent.

Source: Journal of Air Transport Management

DOI: 10.1016/j.jairtraman.2025.102949

Author: Fabian Kianpour

Institution: University of Stuttgart

Language: English

Topic: Service and Product Innovation

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

SDGs: Decent work and economic growth, Industry, innovation and infrastructure

Open Access status: hybrid

Estimated APC paid: $3,250