An Improvement Model for Service Firm Performance Via Customer Knowledge Mobilization Resources

The direct effect of customer involvement capability has been examined on service firm performance. Furthermore, its indirect effect has been studied by mediating effect of process and service innovation on service firm performance. In this model, customer knowledge mobilization resource has been considered as a moderator variable. Data were collected from ۱۲۰ service firms in Iran (Tehran), including central branches of banks, higher education centers, medical centers and central branches of insurance. The sample size is ۹۲, ۷۰ and ۷۷, respectively. In this study, the data was collected by a questionnaire. For analyzing, structural equation model was used. The results show that the customer involvement capability has direct and indirect effect on service firm performance through services and process innovation. Also, the moderating role of customer knowledge mobilization resource was confirmed in the model. Service sector can have significant effect on economic development, especially in developing countries like Iran.

کلیدواژه ها:

Customer involvement capability ، Customer knowledge mobilization resources ، Service firm performance ، Service innovation ، Process innovation