Project team communication in financial service innovation

Abstract

The role of communication during the innovation process of new financial services from an information processing perspective is examined. A contingency framework is developed on the role of communication and its impact on new financial services success. The relationship between project team communication and the reduction of innovative uncertainty on new financial service success is examined. The contingency model implies that managers have to recognize the critical communication roles that project members and frontline employees may fulfill. The communication flows mediated by these individuals foster the uncertainty reduction during the innovation process.