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2021 | OriginalPaper | Buchkapitel

Analyzing the Relationship Between Service Innovation and Customer Value Co-creation Intention: The Case of Mobile Banking

verfasst von : Nu Dieu Khue Ngo, Youji Kohda, Van-Nam Huynh

Erschienen in: Advances in the Human Side of Service Engineering

Verlag: Springer International Publishing

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Abstract

Customer value co-creation plays an important role in creating desired values that can better satisfy customer needs. However, there are few studies on the relationship between service innovation and customer value co-creation. This study aims to investigate the influence of mobile banking service innovation (concept, technology, and process) on customer value co-creation intention (information sharing and feedback), and how such effects are moderated by cultural values (power distance, collectivism, masculinity, and uncertainty avoidance). Data was collected via questionnaires sent to customers using the mobile banking service of banks in Vietnam. The participants were requested to response to each question using a five-point Likert scale. The data was then analyzed by exploratory factor analysis, reliability analysis, and hierarchical regression analysis. The findings could enable appropriate strategies to facilitate customer value co-creation to be identified.

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Titel: Analyzing the Relationship Between Service Innovation and Customer Value Co-creation Intention: The Case of Mobile Banking
verfasst von: Nu Dieu Khue Ngo
Youji Kohda
Van-Nam Huynh
Verlag: Springer International Publishing
Buch: Advances in the Human Side of Service Engineering
Print ISBN: 978-3-030-80839-6

Electronic ISBN: 978-3-030-80840-2

Copyright-Jahr: 2021
DOI: https://doi.org/10.1007/978-3-030-80840-2_53

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