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.
|Number of pages||3|
|Journal||Journal of Scientific and Industrial Research|
|State||Published - Jun 2019|
- Customer involvement in service innovation
- Employee service innovation behavior
- Relationship quality