User participation, knowledge management capability and service innovation: e-commerce enterprises in the digital age

Xin, Xiaohua; Miao, Xiaoming; Chen, Qian; Shang, Tiantian

doi:10.1108/apjml-10-2020-0724

Cited by 18 publications

(24 citation statements)

References 76 publications

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“…Even demand artefact could bias the findings as respondents might try to respond according to the objectives of the experiment. Therefore, future research should test the findings in real buying situations and other service contexts that involve customer participation (Xin et al , 2021). Third, further research should investigate the influence of ERP on perceived price level under varying conditions to explore when do customers utilise ERP as a cue in assessing the overall price image of a PWYW seller.…”

Section: Limitations and Future Research Directionsmentioning

confidence: 99%

Examining the impact of external reference prices on seller price image dimensions and purchase intentions in pay what you want (PWYW)

Rai

Narwal

2021

APJML

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PurposePay what you want (PWYW) is a participative pricing mechanism that permits customers complete freedom to choose prices. PWYW literature reports the influence of external reference price (ERP) on customers' price decisions and payments. The current research examines the influence of ERP presence, salience and understanding at the seller level by analysing customers' perceptions of seller price image dimensions and purchase intentions.Design/methodology/approachStudy 1 tests the impact of ERP presence and salience in controlled lab settings while Study 2 takes this investigation further by including the moderating effect of ERP understanding on seller price image dimensions and purchase intentions in online settings.FindingsResults illustrate the positive impact of ERP presence on all seller price image dimensions excluding the perceived price level. Perceived price fairness mediates the impact of ERP presence on perceived value. ERP salience positively impacts price processability. ERP presence and salience attached to it positively impact customers' purchase intentions through seller price image dimensions.Originality/valueThis is possibly the first paper to investigate the ERP effect on seller price image dimensions in a PWYW context that lacks fixed posted prices.

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Section: Limitations and Future Research Directionsmentioning

confidence: 99%

Examining the impact of external reference prices on seller price image dimensions and purchase intentions in pay what you want (PWYW)

Rai

Narwal

2021

APJML

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“…Customers could become a new source of enterprises’ competitiveness through their own knowledge or through learning other customers’ knowledge ( Prahalad and Ramaswamy, 2000 ). Xin et al (2021) believed that in the digital age, inspired by the theories of knowledge-based and absorptive capacity, customer participation and knowledge management had positive effects on service innovation performance, respectively, and knowledge management played an mediating role in the impact of customer participation on service innovation performance. In addition, some studies have pointed out that the customer toolbox provides a platform for cooperation between enterprises and customers.…”

Section: Literature Reviewmentioning

confidence: 99%

Research on the Impact of Customer Participation in Virtual Community on Service Innovation Performance— The Role of Knowledge Transfer

Wang

2022

Front. Psychol.

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Internet technology has given birth to continuous changes in business model and format innovation. With increasingly critical consumers, blowout development model and format innovation, enterprises are increasingly aware of the importance of customer participation in service innovation. At the same time, the development of information technology provides convenient conditions for communication between enterprises and customers, and online virtual community also provides a platform for customers to participate in the process of enterprise service innovation in an instant. Based on the theory of customer participation, knowledge transfer and service innovation performance, this paper explores the influence mechanism of customer participation in virtual community on service innovation performance, and analyzes the mediating role of knowledge transfer. Through the analysis of the results of the questionnaire, the relevant hypotheses are verified. The results show that customer participation in virtual community has a positive impact on service innovation performance. Customer participation helps enterprises obtain relevant knowledge such as customer needs and reduce barriers to knowledge sharing. In addition, enterprises will acquire customer knowledge about new products, which provides the possibility for the development of new products and services, thereby enhancing the enterprises’ service innovation performance. Knowledge transfer plays a part of mediating role between customer participation and service innovation performance. In the process of enterprises’ service innovation, customers mainly participate in the enterprise by means of knowledge transfer and help the enterprise improve service innovation performance.

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“…Regarding the collaborative nature of open knowledge through co-creative acts, Xin et al (2021) focus on the user participation on knowledge management capabilities in the delivery of innovative services. According to this perspective, in the digital era, by using provided products or services, users leave traces revealing their characteristics, capabilities and demands, but currently, users can additionally give crucial feedback and share their perspectives of service structures.…”

Section: Investigation Of Open Knowledge In Service Design Industriesmentioning

confidence: 99%

Open Design: Exploring the Use of Open Knowledge in Service Design

Demirbilek

Mengi

2022

ECKM

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The aim of this paper is to investigate the usage of open knowledge in service design platforms within the theoretical framework of open design. The paper also explores the innovative outcomes of the integration of knowledge management into service design through available digital environments and tools. The methodology is based on a framework analysis of current research on open design and open knowledge, and a critical review of case studies in the service design industry. The structure of the methodology consists of two phases. For the first, framework analysis is employed to organize and examine open design, through the process of summary, to reach a flexible matrix output. The second phase is to analyse different service design platforms as a case study, considering the theoretical discussions of open design that would allow the positioning open knowledge as an instrument to create innovative solutions within service models. The findings will discuss the importance of open design in the context of knowledge management. A critical review of theoretical discussions will enable the exploration of open knowledge in service design through the utilization of digital technologies, and how it responds to emerging problems, and creates solutions and opportunities using technological systems and infrastructure. The relevance of our findings and implications for knowledge management underline the importance of open knowledge integration within service structures. The case study provides a contemporary approach to open design as a methodology, which leads to improved understanding of service design capabilities for the creation of participant involvement in knowledge generation and management. The paper generates value for knowledge communities and designers in different sectors, while illustrating the significance effect of open design methodology on shaping service flows and structures built up on open knowledge.

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User participation, knowledge management capability and service innovation: e-commerce enterprises in the digital age

Cited by 18 publications

References 76 publications

Examining the impact of external reference prices on seller price image dimensions and purchase intentions in pay what you want (PWYW)

Examining the impact of external reference prices on seller price image dimensions and purchase intentions in pay what you want (PWYW)

Research on the Impact of Customer Participation in Virtual Community on Service Innovation Performance— The Role of Knowledge Transfer

Open Design: Exploring the Use of Open Knowledge in Service Design

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