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Customer orientation and innovation : a comparative study of manufacturing and service firms
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Wang, Qiang, Zhao, Xiande and Voss, Christopher (2016) Customer orientation and innovation : a comparative study of manufacturing and service firms. International Journal of Production Economics, 171 . pp. 221-230. doi:10.1016/j.ijpe.2015.08.029 ISSN 0925-5273.
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Official URL: http://dx.doi.org/10.1016/j.ijpe.2015.08.029
Abstract
This study investigates the effect of customer orientation on innovation performance in manufacturing and service firms by comparing their innovation mechanisms. Based on a sample of 1646 manufacturing firms and 686 service firms, our results indicate that customer orientation positively affects service innovativeness and product innovativeness in service firms and manufacturing firms, respectively, and that such effects are mediated by two important firm resources: supplier collaboration and technological capability. However, customer orientation has a stronger total effect on innovativeness and supplier collaboration has a stronger mediating effect on the relationship between customer orientation and innovativeness in service firms. Although many previous studies have indicated that technological capability is relatively unimportant in service firms, our analyses indicate that it is now an equally important factor in service innovation and manufacturing innovation. These findings contribute to our understanding of innovation in the service and manufacturing industries, and to the literature on customer orientation, the resource-based view of the firm, and service-dominant logic.
Item Type: | Journal Article | ||||||||||
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Subjects: | H Social Sciences > HF Commerce | ||||||||||
Divisions: | Faculty of Social Sciences > Warwick Business School > Operations Management Faculty of Social Sciences > Warwick Business School |
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Library of Congress Subject Headings (LCSH): | Service industries -- Marketing, Customer services, Customer services -- Technological innovations, New products, Service industries -- Information technology, Marketing | ||||||||||
Journal or Publication Title: | International Journal of Production Economics | ||||||||||
Publisher: | Elsevier | ||||||||||
ISSN: | 0925-5273 | ||||||||||
Official Date: | January 2016 | ||||||||||
Dates: |
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Volume: | 171 | ||||||||||
Page Range: | pp. 221-230 | ||||||||||
DOI: | 10.1016/j.ijpe.2015.08.029 | ||||||||||
Status: | Peer Reviewed | ||||||||||
Publication Status: | Published | ||||||||||
Access rights to Published version: | Restricted or Subscription Access | ||||||||||
Date of first compliant deposit: | 21 January 2016 | ||||||||||
Date of first compliant Open Access: | 5 March 2017 | ||||||||||
Funder: | Guo jia zi ran ke xue ji jin wei yuan hui (China) [National Natural Science Foundation of China] (NSFC), Research Grants Council (RGC), China Europe International Business School (CEIBS) | ||||||||||
Grant number: | #71090403/71090400, #459211 |
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