Institutional Forces And Customer Participation In New Product Development: A Yin-yang Perspective

Abstract

Despite the growing research interest in customer participation, few studies explore how institutional forces affect a firm's decision to engage customers in their new product development (NPD). Building on the Yin-Yang perspective, we investigate how distinct institutional characteristics of emerging markets, namely legal inadequacy and dysfunctional competition, as perceived by managers, have differential relationships with customer participation in firms' NPD process, which in turn relate to new product performance. Using a sample of 238 high-tech firms in China, we find that perceived legal inadequacy negatively relates to customer participation, whereas perceived dysfunctional competition is positively associated with customer participation. Further, the negative relationship between perceived legal inadequacy and customer participation is more salient for domestic firms than foreign firms, and the positive association between perceived dysfunctional competition and customer participation is weaker when the focal firm has longer partner experience. In highlighting the significance of institutional drivers, our study extends the literature by developing a holistic and dualistic explanation of customer participation in the B2B marketing context.