Soheila Raeisi and Meng Lingjie
The Importance of Customer Engagement and Service Innovation in Value CoCreation
822 - 827
2017
11
4
International Journal of Economics and Management Engineering
https://publications.waset.org/pdf/10006723
https://publications.waset.org/vol/124
World Academy of Science, Engineering and Technology
The interaction of customers with businesses is a process that is critical to the running of those businesses. Different levels of customer engagement and service innovation exist when pursuing value cocreation endeavors. The important thing in this whole process is for business managers know the benefits that can be realized when these activities are pursued effectively. The purpose of this paper is to first identify the importance of value cocreation when pursued via customer engagement and service innovation. Secondly, it will also identify the conditions under which value codestruction can occur on the same. The background of the topic will be reviewed followed by the literature review with a special focus on the definition of these terms and the research design to be used. The research found that it is beneficial to have a strong relationship between stakeholders and the business in order to have strong customer engagement and service innovation.
Open Science Index 124, 2017