dc.contributor.author | Gustafsson, Anders | |
dc.contributor.author | Ghanbarpour, Tohid | |
dc.date.accessioned | 2024-05-14T11:49:14Z | |
dc.date.available | 2024-05-14T11:49:14Z | |
dc.date.created | 2024-05-07T11:45:07Z | |
dc.date.issued | 2024 | |
dc.identifier.issn | 1094-6705 | |
dc.identifier.uri | https://hdl.handle.net/11250/3130345 | |
dc.description.abstract | As firms increasingly uncover their activities to key stakeholders through various media, the perception of these activities is becoming more important for firm performance. Traditionally, access to industry-wide databases provides important metrics on customer perceptions of performance, such as customer satisfaction and brand equity. In addition, numerous studies have highlighted firms’ innovation-related actions (e.g., R&D spending and patent counts) as critical metrics linked to their financial performance. Perceived Firm Innovation (PFI) emerges as a relatively new and under-studied metric with the potential to impact a firm’s financial success. Keiningham et al. are among the pioneers in this area. This commentary views their article as a vital initial step in understanding PFI’s impact. Considering that the service sector accounts for over 70 percent of the GDP in any developed country, service innovation is a broad phenomenon. Given the breadth of the area, we point to the challenge of capturing this phenomenon with a single metric like PFI. We also discuss crucial methodological considerations for future research, including estimation methods, sample size, and financial metrics. | en_US |
dc.language.iso | eng | en_US |
dc.publisher | Sage | en_US |
dc.rights | Navngivelse 4.0 Internasjonal | * |
dc.rights.uri | http://creativecommons.org/licenses/by/4.0/deed.no | * |
dc.subject | Customer Perception | en_US |
dc.subject | Financial Performance | en_US |
dc.subject | Perceived Firm Innovation | en_US |
dc.subject | Service Innovation | en_US |
dc.title | Customer Perceived Innovation: Considerations for Financial Performance and Methodological Approaches | en_US |
dc.title.alternative | Customer Perceived Innovation: Considerations for Financial Performance and Methodological Approaches | en_US |
dc.type | Peer reviewed | en_US |
dc.type | Journal article | en_US |
dc.description.version | publishedVersion | en_US |
dc.rights.holder | The Authors | en_US |
dc.source.journal | Journal of Service Research | en_US |
dc.identifier.cristin | 2266921 | |
cristin.ispublished | true | |
cristin.fulltext | postprint | |
cristin.qualitycode | 2 | |