Leadership encourages innovation in frontline employees, highlighting the importance of support and resources.
Employees on the front lines are well positioned to see opportunities for improvement in areas like customer experience. But when leadership fails to offer encouragement or support, workers may come to believe that creative new initiatives are not welcome. The result is missed opportunities for both the organization and employees. Middle managers and senior leaders must recognize their critical roles in resourcing ideas, enabling small experiments, and building employees’ innovation identities.
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Mosner et al. (2026) studied this question.
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