Dissertation
The rise of the customer success function as catalyst for team innovation: the importance of boundary spanning, knowledge integration, and shared vision
Doctor of Business Administration (D.B.A.), Drexel University
Feb 2021
DOI:
https://doi.org/10.17918/00000897
Abstract
In this study, I assess the causal impact of boundary spanning on team innovation. I explore conditions and processes in 144 engagement teams in an enterprise software company driving innovation with customers in North America across industries. In this context, innovation is defined as the development and implementation of technology-based ideas in organizations. Using an integrated conditional process analysis, I find that boundary-spanning team practices combined with a shared vision and functional background diversity lead to a significant team innovation increase. I further assess the team process of information elaboration through which functional diversity and boundary spanning foster solution use. In particular, I argue that boundary spanning amplifies the effects of shared vision and information elaboration, leading to significantly increased team innovation. Consistent with this argument, I find that functional diversity's positive impact on team innovation through information elaboration is conditional on a shared vision, whereas the impact is more significant when team members share a commitment to common goals for their work. Therefore, my findings contribute actionable insight into how to enable cross-functional engagement teams to successfully drive customer innovation with enterprise software in the technology industry.
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Details
- Title
- The rise of the customer success function as catalyst for team innovation
- Creators
- André Wagner
- Contributors
- Daniel L. van Knippenberg (Advisor)
- Awarding Institution
- Drexel University
- Degree Awarded
- Doctor of Business Administration (D.B.A.)
- Publisher
- Drexel University; Philadelphia, Pennsylvania
- Number of pages
- vii, 98 pages
- Resource Type
- Dissertation
- Language
- English
- Academic Unit
- Bennett S. LeBow College of Business; Drexel University
- Other Identifier
- 991014885649304721