Work in Progress
In this research, we aim to investigate the impacts of customer engagement on service innovation practices and identify the influence factor of management support, service provider characteristics, customer characteristics. A multiple level analysis approach will be adopted to empirically examine the proposed model and corresponding hypotheses. From the results of analysis, we suggested the insurance companies need to provoke a customer oriented work atmosphere and encourage customers to participate in the service/purchasing processes.
Chen, Jashen and Huang, Irene, "Customer Engagement and Service Innovation" (2012). ICEB 2012 Proceedings (Xi'an, China). 29.