This study highlights the contribution of the role of social media in supporting customer involvement for service innovation. It is commonplace that many service firms and processes have characteristics that differ from manufacturing. Analyzing the literature, we note that there are many...

ICT provides opportunities for more convenient, more responsive and highly customized information services to business customers as they contact their providers regarding service issues and contract arrangements. This study looks at how ICT-enabled process innovations achieve customer retention...

The purpose of the present study was to identify the customer requirements and engineering attribute expectations of an innovative product to which a Kano's model and quality function deployment (QFD) analysis was applied. In order to accomplish the research, a new water filling machine design...

This study was conducted to propose dan test a conceptual model for solving a research gap on the influence of customer orientation on marketing performance through a strategic bridge variable, service innovation capability, and consumer-centric strategy. We adopt the service-dominant logic as a...