Innovation and business success: The mediating role of customer participation

被引：232

作者：

Liem Viet Ngo ^{[1
]}

O'Cass, Aron ^{[2
]}

机构：

[1] Univ New S Wales, Sch Mkt, Australian Sch Business, Sydney, NSW 2052, Australia

[2] Univ Tasmania, Fac Business, Sch Management, Hobart, Tas 7001, Australia

来源：

JOURNAL OF BUSINESS RESEARCH | 2013年 / 66卷 / 08期

关键词：

Innovation; Customer participation; Service quality; Firm performance; RESOURCE-BASED VIEW; COMMON METHOD VARIANCE; MARKET ORIENTATION; FIRM PERFORMANCE; PRODUCT QUALITY; ORGANIZATIONAL PERFORMANCE; CO-CREATION; CAPABILITIES; STRATEGY; COPRODUCTION;

D O I：

10.1016/j.jbusres.2012.03.009

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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. (C) 2012 Elsevier Inc. All rights reserved.

引用

页码：1134 / 1142

页数：9

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