Title :
Customer Interaction and Service Innovation Performance: The Mediating Role of Customer Knowledge Development
Author_Institution :
Sch. of Bus., Zhejiang Wanli Univ., Ningbo, China
Abstract :
Previous studies rarely examined the relationship between customer interaction and customer knowledge development. Moreover, most studies neglect the mediating effect of customer knowledge development in the relationship between customer interaction and new service development performance. In this article I build a conceptual framework which examines the relationship governing customer interaction, customer knowledge development, and service innovation performance. I offer hypothesis that relate customer interaction to customer knowledge development, and thereby to new service development success.
Keywords :
customer services; knowledge management; customer interaction; customer knowledge development; service innovation performance; Conference management; Engineering management; Feedback loop; Industrial engineering; Information management; Information resources; Innovation management; Knowledge management; Rhetoric; Technological innovation; customer interaction; customer knowledge development; service innvoation;
Conference_Titel :
Information Management, Innovation Management and Industrial Engineering, 2009 International Conference on
Conference_Location :
Xi´an
Print_ISBN :
978-0-7695-3876-1
DOI :
10.1109/ICIII.2009.385
