@article{2014,title={THE POTENTI0AL ROLE OF FRONT OFFICE EMPLOYEES IN DEVELOPING THE FRONT OFFICE COMPUTER PROGRAMS: AN EMPIRICAL RESEARCH WITH “LEAD USER” VIEWPOINT},abstractNode={Intensive competitive conditions put pressure on the firms in contemporary business world in which innovation is acceded as a core competence. Internal sources of innovation such as R&D, P&D are not enough for competitive advantage. Therefore firms have to evaluate external sources such as competitors, universities, users, providers. Lead users as one of the external innovation sources face needs that will be general in a market, but face them months or years before the bulk of that market encounters them, and lead users are positioned to benefit significantly by obtaining a solution to their needs. Researchers in related literature revealed that lead users contribute to the firms while developing new products/services. This study aims to state lead users characteristics and possible contributions to the firm’s innovation process. A survey form consisting open and closed-ended questions was used. The reserach was conducted with front office employees in hospitality industry in which computer programs is critically important. The result of this study revealed that high level seniority, more working years in hospitality industry and in front Office, higher age group of front Office employees increase the probability of having lead user characteristics and contributing firms via giving new product/service ideas. },author={Güney ÇETİN GÜRKAN},year={2014},journal={The Journal of Academic Social Science Studies}}