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When Dragons Watch Bears: Information Warfare Trends And Implications For The Joint Force – Analysis

When Dragons Watch Bears: Information Warfare Trends And Implications For The Joint Force – Analysis
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"Customer participation, innovative aspects of services and outcomes" by Munyaradzi W. Nyadzayo, Civilai Leckie et al.

Purpose: This study aims to investigate how customers' perception of service innovation aspects (innovativeness, service newness and relative advantage) and their participation impact value perception, satisfaction and loyalty. Design/methodology/approach: The conceptual model was tested using a nationwide survey from 430 Australian customers of Uber, using structural equation modeling. Findings: Results show that customer participation (CP) and innovativeness positively influence perceived value. Satisfaction is positively influenced by perceived value, innovativeness and relative advantage. Both perceived value and satisfaction drive loyalty. Yet, CP did not influence satisfaction. The study’s findings generally support the mediating roles of perceived value and satisfaction. Research limitations/implications: Cross-sectional data were used. Thus, the results only provide a snapshot of the relationships among constructs. Practical implications: To promote loyalty, service orga ....

Customer Participation , Perceived Value , Relative Advantage , Service Innovation , Ervice Newness ,