TITLE:
The Impacts of Customer Interaction and Social Capital on New Service Development Performance
AUTHORS:
Zhaoquan Jian, Yan Liu
KEYWORDS:
Customer Interaction, Social Capital, New Service Development Performance
JOURNAL NAME:
American Journal of Industrial and Business Management,
Vol.6 No.12,
December
23,
2016
ABSTRACT: Customer interaction
has a positive impact on new service development of firms. Nowadays, in the
networked economies and societies, the importance of social capital as related
to new service development performance is also becoming prominent. However, the
existing literature does not reveal much about the relationships among
the three variables. Based on customer cooperation innovation theory
and new service development theory, this paper tested hypotheses by using the
empirical data of 219 knowledge intensive business
service firms in the Pearl River Delta of China. The study finds that customer
interaction has a distinct positive impact on new service development
performance; and social capital has a distinct positive impact on new service
development performance. Furthermore, social capital plays a regulatory role in
the relationship between customer interaction and new service development
performance. By exploring the issues above, the paper will enrich research in
the area of service science, especially new service development in China.
Meanwhile, our findings will help managers to improve new service development
performance by utilizing customer interaction and social capital.