Enhancing Service Innovation Performance through Customer Involvement: The Mediating Role of Knowledge Sharing and Organisational Learning in Financial Service Companies in Guangdong
Author (s)
Liu Shanshan
Abstract
This paper focuses on the knowledge-intensive financial service enterprises in Guangdong province as the research object, with the key objective of studying how customer participation can enhance innovation performance in knowledge-intensive service industry, and by integrating social learning theory, knowledge-based view theory, and trust theory. The research reveals the essential characteristics of innovation in knowledge-intensive service industry, designs relevant scales for customer participation in knowledge-intensive service innovation, and explores the impact mechanism and operation mechanism of customer participation on innovation performance in knowledge-intensive financial service industry. This paper proposes a theoretical framework for the impact of customer participation on innovation performance and achieves innovative research results in several aspects.
Keywords: customer involvement, organizational learning, knowledge sharing, service innovation performance, customer trust.
| Title: | Enhancing Service Innovation Performance through Customer Involvement: The Mediating Role of Knowledge Sharing and Organisational Learning in Financial Service Companies in Guangdong |
|---|---|
| Author: | Liu Shanshan |
| Journal Name: | International Journal of Science and Business |
| Website: | ijsab.com |
| ISSN: | ISSN 2520-4750 (Online), ISSN 2521-3040 (Print) |
| DOI: | https://doi.org/10.58970/IJSB.2119 |
| Media: | Online |
| Volume: | 24 |
| Issue: | 1 |
| Issue publication (Year): | 2023 |
| Acceptance Date: | 24/04/2023 |
| Date of Publication: | 27/04/2023 |
| PDF URL: | https://ijsab.com/wp-content/uploads/2119.pdf |
| Free download: | Available |
| Page: | 111–126 |
| First Page: | 111 |
| Last Page: | 126 |
| Paper Type: | Research paper |
| Current Status: | Published |
Cite This Article:
Liu Shanshan (2023). Enhancing Service Innovation Performance through Customer Involvement: The Mediating Role of Knowledge Sharing and Organisational Learning in Financial Service Companies in Guangdong. International Journal of Science and Business, 24(1), 111-126. doi: https://doi.org/10.58970/IJSB.2119
Retrieved from https://ijsab.com/wp-content/uploads/2119.pdf
About Author (s)
Liu Shanshan, Centre of Postgraduate Studies, Asia Metropolitan University (AMU), Malaysia.
DOI: https://doi.org/10.58970/IJSB.2119