Customer Interaction and Service Innovation Performance: The Mediating Role of Customer Knowledge Development

Author

Wang, Lin

Author_Institution

Sch. of Bus., Zhejiang Wanli Univ., Ningbo, China

Volume

3

fYear

2009

fDate

26-27 Dec. 2009

Firstpage

318

Lastpage

321

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;

fLanguage

English

Publisher

ieee

Conference_Titel

Information Management, Innovation Management and Industrial Engineering, 2009 International Conference on

Conference_Location

Xi´an

Print_ISBN

978-0-7695-3876-1

Type

conf

DOI

10.1109/ICIII.2009.385

Filename

5369778