"Customer participation, innovative aspects of services and outcomes" by Munyaradzi W. Nyadzayo, Civilai Leckie et al.
Purpose: This study aims to investigate how customers' perception of service innovation aspects (innovativeness, service newness and relative advantage) and their participation impact value perception, satisfaction and loyalty. Design/methodology/approach: The conceptual model was tested using a nationwide survey from 430 Australian customers of Uber, using structural equation modeling. Findings: Results show that customer participation (CP) and innovativeness positively influence perceived value. Satisfaction is positively influenced by perceived value, innovativeness and relative advant...
Source: uow.edu.au