Innovation and business success: The mediating role of customer participation
By Liem Viet Ngo, Aron O'Cass. 2013
362 citations recorded by the source corpus.
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.
Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/cfc581e929f211e948dda074a262f04397b1cc36
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In Information Systems and Management
In Marketing
In Organizational Behavior and Human Resource Management
Citations in the corpus
- The Triple Bottom Line on Sustainable Product Innovation Performance in SMEs: A Mixed Methods Approach (2019, background): “Innovation involves two dimensions: technical and nontechnical; however, studies have mainly addressed the former [48].”
- Building innovation capability: The role of top management innovativeness and relative-exploration orientation (2017, neutral): “Innovation capability, defined as a firm's ability to generate, accept, and implement new ideas, processes, products, or services, is one of the key resources that drive a firm's success in the marketplace (Calantone, Cavusgil, & Zhao, 2002; Ngo & O'Cass, 2013).”
- Customer involvement capability and service firm performance: The mediating role of innovation (2017, result): “The positive effect thus found reinforces the assertions of Prahalad and Ramaswamy (2004) and of Payne et al. (2009) that developing and utilising customer involvement capability enhances firm performance.”