I’ve got an idea! Exploring the antecedents of suggestion sharing in consumer services

What is it about?

Customer suggestions offer valuable insights to firms, and suggestion sharing is a form of engagement that strengthens customers’ relationships with firms. This research offers the first insights regarding the range of factors that motivate and inhibit direct-to-firm consumer suggestion sharing. Potential self, other, and firm benefits motivate suggestion sharing, while a host of factors, including the effort involved, a lack of perceived firm efficacy, and unpleasant sharing contexts inhibit it.

Featured Image