The impact of customer participation on employee’s innovation behavior in the service industry

Zhang Hongqi; Lu Ruoyu

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Science Research Management ›› 2013 ›› Issue (3) : 99-105,136.

The impact of customer participation on employee’s innovation behavior in the service industry

Zhang Hongqi, Lu Ruoyu

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Abstract

Innovative behavior stimulation for employee and employee involvement in the service innovation process are important tasks to researcher and service industry. And customer participation is benefit to employee creativity. Based on the correlative theoretical research and analysis on customer participation, customer satisfaction, and employee innovative behavior, a hypothesis model about these three variables is proposed. The data obtained via questionnaire is analyzed by Structure Equations Modeling (SEM). The results include that the impact of customer participation on employee innovative behavior, the impact of customer satisfaction on employee innovative behavior, customer satisfaction is creatively introduced into the relationship between customer participation and employee innovative behavior. And the internal mechanism involving the impact of customer participation on employee innovative behavior is found. The results not only provide a good base for follow-up research on customer behavior and employee behavior, but also present some practical results and enlightenment for organizations.

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service industry / customer participation / employee innovation behavior / customer satisfaction

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Zhang Hongqi, Lu Ruoyu. The impact of customer participation on employee’s innovation behavior in the service industry[J]. Science Research Management. 2013(3): 99-105,136

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