Customer involvement through social media: the cases of some telecommunication firms

Valentina Della Corte1, Alessandra Iavazzi1, Chiara D’Andrea1
1Department of Economics, Management, Institutions, University of Naples Federico II, Via Cintia, 26 – Monte Sant’Angelo, 80126, Naples, Italy

Tóm tắt

Từ khóa


Tài liệu tham khảo

Akroush, 2011, Customer relationship management implementation. An investigation of a scale’s generalizability and its relationship with business performance in a developing country context, Int J Comm Manag., 21, 158

Aarikka-Stenroos, 2012, From new-product development to commercialization through networks, J Bus Res., 65, 198, 10.1016/j.jbusres.2011.05.023

Audretsch, 1986, Innovation and industry evolution. New York, NY: MIT Press; 1995. Barras R. Towards a theory of innovation in services, Res Pol., 15, 161

Becker, 2004, R&D cooperation and innovation activities of firms - evidence for the German manufacturing industry, Res Pol., 33, 209, 10.1016/j.respol.2003.07.003

Bonoma, 1985, Case research in marketing: opportunities, problems, and a process, J Market Res., 22, 199, 10.1177/002224378502200209

Bossink, 2002, The strategic function of quality in the management of innovation, Total Qual Manag., 13, 195, 10.1080/09544120120102432

Chesbrough, 2006, Open innovation: a new paradigm for understanding industrial innovation, 1

Chesbrough, 2007, Business model innovation: it's not just about technology anymore, Strat Lead., 35, 12, 10.1108/10878570710833714

Della Corte, 2013, Exploring new marketing opportunities: crowdsourcing and its role in strategic and marketing choices

Della, 2014, Open, user, and smart innovation in cultural firms, 200

Eisenhardt, 1989, Building theories from case study research, Acad Manage Rev., 14, 532, 10.2307/258557

Gallouj, 1997, Innovation in services. Res Pol., 26, 537

Kristensson, 2008, Key strategies for the successful involvement of customers in the co-creation of new technology-based services, Int J Serv Ind Manag., 19, 474, 10.1108/09564230810891914

Magnusson, 2003, Managing user involvement in service innovation. Experiments with innovating End users, J Serv Res., 6, 111, 10.1177/1094670503257028

Oliver, 1998, Networking network studies: an analysis of conceptual configurations in the study of inter-organizational relationships, Organization Stud., 19, 549, 10.1177/017084069801900402

Riege, 2003, Validity and reliability tests in case study research: a literature review with “hands-on” applications for each research phase, Qualitative Market Res., 6, 75, 10.1108/13522750310470055

Telecom Italia Group, Financial and Operating Figures 1Q

van Cuilenburg, 1995, Competition and innovation in telecommunications: empirical analysis of innovative telecommunications in the public interest, Telecommu Pol., 19, 647, 10.1016/0308-5961(95)00033-3

Vargo, 2015

von Hippel, 2005

Yin, 2003, Case study research design and methods

Yin, 2009, Case study research: design and methods. 4th ed, CA: Sage Publications