User involvement has been made easy and common in the context of mobile applications (apps), where user reviews were often collected to enlighten apps developers on novel features. However, users might not always possess the required technical expertise to make commercially feasible suggestions. The value of user reviews also varied due to their unmanageable volume and content irrelevance. In this study, over 40,000 user reviews with 50 apps were analyzed to empirically examine the association between customer led innovation and the revenues from the apps. Our findings indicated that customer led innovation alone did not lead to significant changes in revenues. Its impact was only significant if the developers responded to the user reviews faster. These results contributed to the user involvement literature by highlighting the importance of the moderating effect of developer responsiveness. Apps developers could also benefit from our empirical evidence that proved the value of user involvement that enhanced innovativeness.

Customer led innovation, Mobile apps, User involvement, User reviews,
IFIP Advances in Information and Communication Technology
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Erasmus University Rotterdam

Erne, M. (Miriam), Jiang, Z. (Zhiying), & Liu, V. (Vanessa). (2020). Investigating the Effect of User Reviews on Mobile Apps: The Role of Customer Led Innovation. In IFIP Advances in Information and Communication Technology. doi:10.1007/978-3-030-64849-7_18