User participation, knowledge management capability and service innovation: e-commerce enterprises in the digital age

Purpose Despite the fact that user participation (UP) has been highlighted as an important aspect in innovation, previous findings on its relationship with service innovation performance (SIP) are inconsistent. This study aims to investigate relationships among UP, knowledge management capability (KMC) and SIP, especially digital age, inspired by theories of knowledge-based absorptive capacity. Design/methodology/approach Based a sample 252 Chinese e-commerce enterprises, this adopts hierarchical regression analysis bootstrap method test theoretical framework research hypotheses. Findings UP KMC have positive effects respectively. plays mediating role effect SIP. Furthermore, intermediary varies different sub-paths between Originality/value First, provides some explanations for inconsistent arguments innovation. Second, consideration specific dimensions mediation recognized, which deeper understanding Third, opens discussion about how realize SIP more effectively advancing practical developments