用户创新
服务创新
业务
生产力
服务导向
市场导向
服务(商务)
概念模型
实证研究
质量(理念)
产业组织
服务质量
知识管理
营销
第三产业
计算机科学
经济
哲学
认识论
数据库
宏观经济学
作者
Luis Rubalcaba,Matthias Deschryvere
标识
DOI:10.1080/10438599.2022.2053848
摘要
This paper provides a conceptual and empirical framework for analyzing the role of users in innovation and performance at the firm level in the service sector. The theoretical model builds on the user innovation theory in services and proposes to distinguish between different modes and degrees of user participation that may perform differently. The empirical testing is based on a unique dataset from Finland. Results show that not all user engagement led to similar impacts: more active roles versus passive ones have a significant positive relationship with innovation output, but only specific combinations of user orientation and its intensity matter. Besides, no direct significant impacts from user orientation on productivity were found. As a managerial implication, service companies may approach users as co-innovation partners oriented to service quality and customer satisfaction rather than oriented to increase business efficiency.
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