IDEAS home Printed from https://ideas.repec.org/a/aif/journl/v24y2023i1p111-126.html
   My bibliography  Save this article

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

Author

Listed:
  • Liu Shanshan

    (Asia Metropolitan University (AMU), Malaysia.)

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.

Suggested Citation

  • Liu Shanshan, 2023. "Enhancing Service Innovation Performance through Customer Involvement: The Mediating Role of Knowledge Sharing and Organisational Learning in Financial Service Companies in Guangdong," International Journal of Science and Business, IJSAB International, vol. 24(1), pages 111-126.
    • Handle: RePEc:aif:journl:v:24:y:2023:i:1:p:111-126
    as

    Download full text from publisher

    File URL: https://ijsab.com/wp-content/uploads/2119.pdf
    Download Restriction: no
    File URL: https://ijsab.com/volume-24-issue-1/5776
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Gounaris, Spiros P., 2005. "Trust and commitment influences on customer retention: insights from business-to-business services," Journal of Business Research, Elsevier, vol. 58(2), pages 126-140, February.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sander Triest & Maurice Bun & Erik Raaij & Maarten Vernooij, 2009. "The impact of customer-specific marketing expenses on customer retention and customer profitability," Marketing Letters, Springer, vol. 20(2), pages 125-138, June.
    2. Simona-Mihaela TRIF, 2012. "Antecedents and consequences of relationship quality. A case study of banking sector in Romania," Timisoara Journal of Economics, West University of Timisoara, Romania, Faculty of Economics and Business Administration, vol. 5(18), pages 253-271.
    3. Thokozani Patmond Mbhele, 2014. "Antecedents of Quality Information Sharing in the FMCG Industry," Journal of Economics and Behavioral Studies, AMH International, vol. 6(12), pages 986-1003.
    4. Andrew Robson & Mark Ojeme & Nigel Coates, 2016. "The SMEs’ perspective of trust in a B2B relationship," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 21(2), pages 103-112, June.
    5. Khoa T. Tran & Phuong V. Nguyen, 2020. "Corporate Social Responsibility: Findings from the Vietnamese Paint Industry," Sustainability, MDPI, vol. 12(3), pages 1-20, February.
    6. Daekil Kim & Byoungsoo Kim, 2018. "An Integrative View of Emotion and the Dedication-Constraint Model in the Case of Coffee Chain Retailers," Sustainability, MDPI, vol. 10(11), pages 1-20, November.
    7. Katsuhiko Shimizu, 2008. "New Strategy Implementation and Learning: Importance of Consensus," Working Papers 0034, College of Business, University of Texas at San Antonio.
    8. Rasha Abdel Aziz El Naggar & Noha Bendary, 2020. "Branding Services in Mature Markets: Evidence from Egypt," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 11(1), pages 1-52, March.
    9. Thorpe, Jodie, 2018. "Procedural Justice in Value Chains Through Public–private Partnerships," World Development, Elsevier, vol. 103(C), pages 162-175.
    10. Chao-Chin Huang & Chung-Yuan Tsay & Shih-Chieh Fang & Shyh-Ming Huang, 2023. "A Contingency Model in Establishing Brand Loyalty: Relationship Age as a Moderator," Corporate Reputation Review, Palgrave Macmillan, vol. 26(1), pages 19-32, February.
    11. Wang, Cheng Lu & Shi, Yizheng & Barnes, Bradley R., 2015. "The role of satisfaction, trust and contractual obligation on long-term orientation," Journal of Business Research, Elsevier, vol. 68(3), pages 473-479.
    12. Smith, Delmonize A. & Lohrke, Franz T., 2008. "Entrepreneurial network development: Trusting in the process," Journal of Business Research, Elsevier, vol. 61(4), pages 315-322, April.
    13. Yan Dong & Yuliang Yao & Kefeng Xu, 2008. "Designing Supply Chain Backorder Contracts for Customer Retention," Working Papers 0038, College of Business, University of Texas at San Antonio.
    14. Jung, Hyo Sun & Seo, Kyung Hwa & Lee, Soo Bum & Yoon, Hye Hyun, 2018. "Corporate association as antecedents of consumer behaviors: The dynamics of trust within and between industries," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 30-38.
    15. Faiza Manzoor & Longbao Wei & Tamás Bányai & Mohammad Nurunnabi & Qazi Abdul Subhan, 2019. "An Examination of Sustainable HRM Practices on Job Performance: An Application of Training as a Moderator," Sustainability, MDPI, vol. 11(8), pages 1-19, April.
    16. Sergio Da Silva & Barbara Espirito Santo & Felipe Sigrist & Raul Matsushita, 2022. "Reciprocity vs. Commitment in Bank Marketing Strategies," International Journal of Business, Economics and Management, Conscientia Beam, vol. 9(3), pages 84-92.
    17. Ýrem Eren-Erdoðmuþ & A. Müge Yalçýn & Aichurek Bopieva, 2012. "Revisiting Relationship Marketing in Emerging Markets: The Case of Turkish Exportes," Bogazici Journal, Review of Social, Economic and Administrative Studies, Bogazici University, Department of Economics, vol. 26(1), pages 81-101.
    18. Pourya Pourhejazy, 2020. "Destruction Decisions for Managing Excess Inventory in E-Commerce Logistics," Sustainability, MDPI, vol. 12(20), pages 1-12, October.
    19. Shin, Jae Ik & Chung, Ki Han & Oh, Jae Sin & Lee, Chang Won, 2013. "The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea," International Journal of Information Management, Elsevier, vol. 33(3), pages 453-463.
    20. Hong-Youl Ha, 2020. "Exploring the Effects of Trust and Its Outcomes in B2B Relationship Stages: A Longitudinal Study," Sustainability, MDPI, vol. 12(23), pages 1-14, November.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aif:journl:v:24:y:2023:i:1:p:111-126. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Farjana Rahman (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.