The DOI matches its Crossref record; 93 of the 93 references it cites were found in a registry or an index.
Innovation and business success: The mediating role of customer participation
Open accessAbstract
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.
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Cited by
Investigating the effects of smart technology on customer dynamics and customer experience
Foroudi, P., Gupta, S., Sivarajah, U., & Broderick, A. (2018) · Computers in Human Behavior · doi:10.1016/j.chb.2017.11.014 · Cited by 286
Customer participation in services: domain, scope, and boundaries
Dong, B., & Sivakumar, K. (2017) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-017-0524-y · Cited by 265
Metadata
- Authors
- Ngo, L. V., & O'Cass, A.
- Venue
- Journal of Business Research
- Publisher
- Elsevier BV
- Published
- 2013-08
- Volume
- 66
- Issue
- 8
- Pages
- 1134-1142
- ISSN
- 0148-2963 (ISSN-L)
- OpenAlex
- W2042752795
- Cited by
- 353
- References
- 93
- FWCI
- 45.71
- Type
- journal article
- Language
- en
- Open access
- green
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
