The impact of customer involvement in NSD on customer loyalty is still unknown, because most studies examine loyalty perceptions of only active participants in co-creation, while the few studies involving co-creation observers provide conflicting results. Research is also limited, as it measures user participation only at the design level, while customers are empowered to participate at all NSD stages. This study contributes to the literature by developing a model capturing the various levels of customer involvement in NSD co-creation and then, measuring its impacts on two type of user loyalty: brand loyalty and loyalty on innovation community. Data were collected from users of the Domino’s Mogul pizza toolkit empowering them to participate in all NSD stages and also to become pizza entrepreneurs by designing and selling their pizzas. Findings comparing the brand loyalty and the innovation community loyalty perceptions of users with various levels of co-creation involvement provide useful insights.

• Marianna Sigala(University of South Australia, Australia)