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Innovation and business success: The mediating role of customer participation


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.

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DOI: doi:10.1016/j.jbusres.2012.03.009


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:183
Deposited By:Management
Deposited On:2013-05-23
Last Modified:2017-11-28

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