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Innovation and business success: The mediating role of customer participation
Citation
Ngo, LV and O'Cass, A, Innovation and business success: The mediating role of customer participation, Journal of Business Research, 66, (8) pp. 1134-1142. ISSN 0148-2963 (2013) [Refereed Article]
Copyright Statement
Copyright 2012 Elsevier Inc.
Official URL: http://dx.doi.org/0.1016/j.jbusres.2012.03.009
DOI: doi:10.1016/j.jbusres.2012.03.009
Abstract
Innovation and the customer participation are central issues in research focusing on the performance of
firms. However, the current literature offers little guidance on the extent of connection between firm innovation
capabilities and customer participation and how they work together to enhance the quality of services
and drive firm performance. Drawing on the literature focusing on firm capabilities and relationship management
particularly customer participation, this study proposes that customer participation may account for
the effects of service firm innovation capabilities (both technical and non-technical) on service quality.
Empirical evidence from 259 firms supports this proposition. In addition, the study also finds that service
quality positively enhances firm performance.
Item Details
| Item Type: | Refereed Article |
|---|---|
| Research Division: | Commerce, Management, Tourism and Services |
| Research Group: | Marketing |
| Research Field: | Marketing management (incl. strategy and customer relations) |
| Objective Division: | Economic Framework |
| Objective Group: | Management and productivity |
| Objective Field: | Marketing |
| UTAS Author: | O'Cass, A (Professor Aron O'Cass) |
| ID Code: | 84654 |
| Year Published: | 2013 |
| Web of Science® Times Cited: | 172 |
| Deposited By: | Management |
| Deposited On: | 2013-05-23 |
| Last Modified: | 2017-11-28 |
| Downloads: | 0 |
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