Enhancing Service Innovation Performance through Customer Involvement: The Mediating Role of Knowledge Sharing and Organisational Learning in Financial Service Companies in Guangdong

Liu Shanshan
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Liu Shanshan: Asia Metropolitan University (AMU), Malaysia.

International Journal of Science and Business, 2023, vol. 24, issue 1, 111-126

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. (search for similar items in EconPapers)
Date: 2023
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