How to enhance customer involvement in service innovation within service industry

Yu Chi Wu, Grace T.R. Lin*, Wei Han Yu

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

2 Scopus citations

Abstract

The purpose of this study is to provide a framework to develop the linkage between employee service innovation behavior and customer involvement in service innovation based on social exchange theory. This empirical study utilizes regression analysis to test the proposed mediating model. The findings indicate that the employee service innovation behavior leads to a quality customer-employee relationship which in turn encourages consumers to involve in service innovation.

Original languageEnglish
Pages (from-to)342-344
Number of pages3
JournalJournal of Scientific and Industrial Research
Volume78
Issue number6
StatePublished - Jun 2019

Keywords

  • Customer involvement in service innovation
  • Employee service innovation behavior
  • Relationship quality

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