Innovation and business success: The mediating role of customer participation

doi:10.1016/J.JBUSRES.2012.03.009

Home
/
Papers
/
Innovation and business success: The mediating role of customer participation

Journal Article•DOI•

Innovation and business success: The mediating role of customer participation

Liem Viet Ngo¹, Aron O'Cass²•Institutions (2)

University of New South Wales¹, University of Tasmania²

01 Aug 2013-Journal of Business Research (Elsevier)-Vol. 66, Iss: 8, pp 1134-1142

TL;DR: In this article, the authors proposed that customer participation may account for the effects of service firm innovation capabilities (both technical and non-technical) on service quality and found that service quality positively enhances firm performance.

read less

About: This article is published in Journal of Business Research.The article was published on 2013-08-01. It has received 290 citations till now. The article focuses on the topics: Customer advocacy & Customer retention.

...read moreread less

Citations

PDF

Open Access

More filters

Journal Article•DOI•

A systematic review of research on innovation in hospitality and tourism

[...]

Doris Omerzel Gomezelj

23 May 2016-International Journal of Contemporary Hospitality Management

TL;DR: In this article, the authors present a systematic review of the literature, different research approaches and perspectives on tourism innovation; offer a synthesis of our findings and provide a discussion and proposals for future research.

...read moreread less

Abstract: Purpose The purpose of this paper is to identify the state of academic research on innovation in tourism. The authors present a systematic review of the literature, different research approaches and perspectives on tourism innovation; offer a synthesis of our findings and provide a discussion and proposals for future research. Design/methodology/approach Existing studies on innovation in hospitality and tourism (included in the Web of Knowledge database) were reviewed, and their limitations were identified. A procedure used in previous studies (Crossan and Apaydin, 2010; Tranfield et al., 2003; Becheikh et al., 2006) was applied. Moreover, aiming to reveal theoretical foundations of tourism innovation research and identify their structure, a bibliometric analysis was performed. Findings This paper identifies 152 published papers that represent the major efforts in expanding the body of research on innovation in hospitality and tourism. The importance of innovation for business and regional competitiveness and success has been recognised by both researchers and practitioners. In the papers included in the sample of this paper, the authors identified a general consensus that much remains to be done in the development of the theory of innovation in tourism. Through bibliometric analysis, nine co-citation networks, or clusters, were retrieved by applying co-citation relations among the most cited authors. The examination of these nine clusters revealed some dominant themes that characterise the field. Research limitations/implications The authors used three databases: Science Citation Index Expanded, Social Sciences Citation Index (SSCI) and Arts & Humanities Citation Index. While these databases may not include all relevant research, the authors, nonetheless, believe that by using a rigorous procedure in reviewing the literature systematically, they were able to reduce the probability of neglecting any information that would critically change the content of the present paper. Practical implications The aim of this paper was to bring together the prior research with presently existing models that may be used in further research. For the continuation of the research, the authors propose additional studies with the aim of theory development. By introducing new theoretical ideas and theoretical models, more qualitative and inductive research would help to stimulate further work. As stated above, researchers could go further by undertaking quantitative methods to empirically verify the theoretically proposed models. Originality/value Since the last review (Hjalager, 2010) of past studies in tourism innovation, mostly focusing on studies up to 2009, tourism innovation research has grown noticeably in terms of diverse topics. In this paper’s database, the year with the most publications was 2012 with 48 papers, followed by 2014 with 42 (by 19 September), 2010 and 2011 with 41 and 2009 with 29. To the authors’ knowledge, no updated reviews focusing on innovation in tourism have been published recently. This study, consisting of a systematic review of academic literature, includes analyses of the international context, the methodology used, the points of view, the level of analysis (micro-level, macro-level and general level) and the type of innovation discussed in the paper. Moreover, the authors did not find any studies that used bibliometric analysis to identify the structure of the theoretical foundation of research in the area of innovation in tourism.

...read moreread less

296 citations

Journal Article•DOI•

Customer participation in services: domain, scope, and boundaries

[...]

Beibei Dong¹, K. Sivakumar¹•Institutions (1)

Lehigh University¹

07 Apr 2017-Journal of the Academy of Marketing Science

TL;DR: The authors proposed a typology to classify customer participation into three categories (mandatory, replaceable, and voluntary) and demonstrate how this proposed typology improves the conceptual and empirical clarity of CP research.

...read moreread less

Abstract: Extant service research considers several aspects of customer participation (CP) but lacks a clear and inclusive typology that delineates CP’s domain, scope, or boundaries. To address this gap, the authors build on a review of extant literature and propose a typology to classify CP into three categories—mandatory, replaceable, and voluntary. They demonstrate how this proposed typology improves the conceptual and empirical clarity of CP research. More specifically, the authors (1) suggest using “customer participation” to replace other terminologies such as coproduction and cocreation to reduce confusion; (2) conceptualize CP, customer engagement, and customer innovation as related but distinct concepts; (3) use the proposed typology to extend existing conceptualizations, integrate prior empirical research, and reconcile conflicting findings. Building on the enhanced conceptual clarity, managerial implications and future research directions are discussed.

...read moreread less

176 citations

Journal Article•DOI•

Customer knowledge management, innovation capability and business performance: a case study of the banking industry

[...]

Nastaran Taherparvar¹, Reza Esmaeilpour¹, mohammad dostar¹•Institutions (1)

University of Gilan¹

28 Jul 2014-Journal of Knowledge Management

TL;DR: The results of this paper indicate that knowledge from customers has a positive impact on both innovation speed and innovation quality as well as operational and financial performances.

...read moreread less

Abstract: Purpose – This paper aims to examine the effect of customer knowledge management (CKM) on continuous innovation and firm performance in 35 private banks in Guilan (Iran). CKM emerges as an important and effective system for innovation capability and firm performance. However, the role of CKM in innovation and performance is not well understood. Design/methodology/approach – Data have been collected via questionnaires from managers of private banks in Guilan. Feedback was received from 265 managers in 350 distributed questionnaires, and hypotheses were tested using the structural equation modelling. Findings – The results of this paper indicate that knowledge from customers has a positive impact on both innovation speed and innovation quality as well as operational and financial performances. Also, our results demonstrate a different effect of knowledge about customer and knowledge for customers on various dimensions of innovation and firm performance. By using customer’s knowledge flows, firms will be awa...

...read moreread less

160 citations

Cites background from "Innovation and business success: Th..."

...Therefore, firms that put their effort into reaching better performance should effectively manage their customers’ knowledge (Lee et al., 2011; Ngo and O’Cass, 2012)....
[...]
...Furthermore, Ngo and O’Cass (2012) explored an indirect effect of customer participation on operational performance....
[...]
...Ngo and O’Cass (2012) also explored the indirect effect of customer participation on operational performance....
[...]
...Hence, firms have recently started to implement customer knowledge management (CKM) to engage customers in the firms’ processes and utilize their knowledge and ideas (Nambisan, 2009; Ngo and O’Cass, 2012)....
[...]

Journal Article•DOI•

Investigating the effects of smart technology on customer dynamics and customer experience

[...]

Pantea Foroudi¹, Suraksha Gupta², Uthayasankar Sivarajah³, Amanda J. Broderick²•Institutions (3)

Middlesex University¹, Newcastle University², University of Bradford³

01 Mar 2018-Computers in Human Behavior

TL;DR: This study contributes to technology adoption based consumer behaviour literature, by explaining the ability of learning commitment to drive the participation of an individual, but its inability to influence their behavioural intention.

...read moreread less

153 citations

Cites background or methods from "Innovation and business success: Th..."

...…Operational Definition: The degree of consumers' effort and involvement, both mental and physical, necessary to participate in an activity (Ngo & O'Cass, 2013) CP1 We work with customers to serve them better Ngo & O'Cass, 2013 CP2 We work with our customers to co-produce offerings that…...
[...]
...…involvement, both mental and physical, necessary to participate in an activity (Ngo & O'Cass, 2013) CP1 We work with customers to serve them better Ngo & O'Cass, 2013 CP2 We work with our customers to co-produce offerings that mobilize customers CP3 We interact with customers to co-design…...
[...]
...Customer participation scales (Ngo & O'Cass, 2013) were adopted according to the context....
[...]
...Researchers find that there are strong relationships between customer behavioural intention on customer participation (Ngo & O'Cass, 2013) and customer dynamics (H3: g ¼ 0.366, t ¼ 7.043; and H4: g¼ 0.159, t¼ 3.048, supported)....
[...]
...A research by Ngo and O'Cass (2013) revealed that customer participation is the degree of consumers’ involvement and effort, both physical andmental, essential to participate in an activity....
[...]

Journal Article•DOI•

Influence of innovation capability and customer experience on reputation and loyalty

[...]

Pantea Foroudi¹, Zhongqi Jin¹, Suraksha Gupta², T.C. Melewar¹, Mohammad M. Foroudi³ - Show less +1 more•Institutions (3)

Middlesex University¹, University of Kent², University of Warwick³

01 Nov 2016-Journal of Business Research

TL;DR: In this article, the authors apply complexity theory to understand the effect of innovation capability and customer experience on reputation and loyalty, and propose a conceptual framework with research propositions to examine the research propositions, using a sample of 606 consumers of international retail brands.

...read moreread less

151 citations

Cites background from "Innovation and business success: Th..."

...…system theory classifies the innovation capability of companies into two categories: (1) technical innovation capability (development of new services, service operations, and technology) and (2) non-technical innovation capability (managerial, market, and marketing) (Ngo & O'Cass, 2013)....
[...]
...Studies like Ngo and O'Cass (2013), which uses data from 259 firms, have empirically established the linkages between innovation capabilities (both technical and non-technical) and the quality of a firm's services....
[...]
...According to Ngo and O'Cass (2013), the literature pays much attention to technical innovation whereas nontechnical innovation, such as management, sales, and marketing, has received little attention to date....
[...]
...Some studies present innovation and marketing as the two aspects central to the organizations' ability to gain capital in a competitive market (Ngo & O'Cass, 2013; Nguyen, Yu, Melewar, & Gupta, 2016)....
[...]
...This research underpins the social and technical aspects of sociotechnical system theory: (1) technical innovation capability (developing new services, service operations, and technology), and (2) non-technical innovation capability (managerial, market, and marketing) (Ngo & O'Cass, 2013)....
[...]

1
2
3
4
…
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58

Collapse

References

PDF

Open Access

More filters

Journal Article•DOI•

The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.

[...]

Reuben M. Baron, David A. Kenny

01 Dec 1986-Journal of Personality and Social Psychology

TL;DR: This article seeks to make theorists and researchers aware of the importance of not using the terms moderator and mediator interchangeably by carefully elaborating the many ways in which moderators and mediators differ, and delineates the conceptual and strategic implications of making use of such distinctions with regard to a wide range of phenomena.

...read moreread less

Abstract: In this article, we attempt to distinguish between the properties of moderator and mediator variables at a number of levels. First, we seek to make theorists and researchers aware of the importance of not using the terms moderator and mediator interchangeably by carefully elaborating, both conceptually and strategically, the many ways in which moderators and mediators differ. We then go beyond this largely pedagogical function and delineate the conceptual and strategic implications of making use of such distinctions with regard to a wide range of phenomena, including control and stress, attitudes, and personality traits. We also provide a specific compendium of analytic procedures appropriate for making the most effective use of the moderator and mediator distinction, both separately and in terms of a broader causal system that includes both moderators and mediators.

...read moreread less

80,095 citations

Journal Article•DOI•

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

[...]

Claes Fornell¹, David F. Larcker²•Institutions (2)

University of Michigan¹, Northwestern University²

01 Feb 1981-Journal of Marketing Research

TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...

...read moreread less

Abstract: The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addit...

...read moreread less

56,555 citations

Journal Article•DOI•

Common method biases in behavioral research: a critical review of the literature and recommended remedies.

[...]

Philip M. Podsakoff¹, Scott B. MacKenzie¹, Jeong-Yeon Lee¹, Nathan P. Podsakoff²•Institutions (2)

Indiana University¹, University of Florida²

01 Oct 2003-Journal of Applied Psychology

TL;DR: The extent to which method biases influence behavioral research results is examined, potential sources of method biases are identified, the cognitive processes through which method bias influence responses to measures are discussed, the many different procedural and statistical techniques that can be used to control method biases is evaluated, and recommendations for how to select appropriate procedural and Statistical remedies are provided.

...read moreread less

Abstract: Interest in the problem of method biases has a long history in the behavioral sciences. Despite this, a comprehensive summary of the potential sources of method biases and how to control for them does not exist. Therefore, the purpose of this article is to examine the extent to which method biases influence behavioral research results, identify potential sources of method biases, discuss the cognitive processes through which method biases influence responses to measures, evaluate the many different procedural and statistical techniques that can be used to control method biases, and provide recommendations for how to select appropriate procedural and statistical remedies for different types of research settings.

...read moreread less

52,531 citations

Book Chapter•DOI•

Firm Resources and Sustained Competitive Advantage

[...]

Jay B. Barney¹•Institutions (1)

Texas A&M University¹

01 Mar 1991-Journal of Management

TL;DR: In this article, the authors examined the link between firm resources and sustained competitive advantage and analyzed the potential of several firm resources for generating sustained competitive advantages, including value, rareness, imitability, and substitutability.

...read moreread less

46,648 citations

Book Chapter•DOI•

The Core Competence of the Corporation

[...]

C. K. Prahalad¹, Gary Hamel²•Institutions (2)

University of Michigan¹, London Business School²

01 Jan 2006-Harvard Business Review

TL;DR: The most powerful way to prevail in global competition is still invisible to many companies as discussed by the authors, which is why the concept of the corporation itself has not yet been recognized as a powerful competitive advantage.

...read moreread less

Abstract: The most powerful way to prevail in global competition is still invisible to many companies. During the 1980s, top executives were judged on their ability to restructure, declutter, and delayer their corporations. In the 1990s, they’ll be judged on their ability to identify, cultivate, and exploit the core competencies that make growth possible — indeed, they’ll have to rethink the concept of the corporation itself.

...read moreread less

15,465 citations