Customized Knowledge-intensive Service Innovation Process Research And Customer Interaction Mechanism

Knowledge intensive business service(KIBS) were those private companies or organizations who rely heavily on professional knowledge and supplying intermediate products and services that are knowledge based (Miles, 1995). Today it composes one of the most important parts in the economy, not only it makes key contribution to GDP, but also it does great help in propelling other industries' development. Thanks to active innovation activities in KIBS, more and more researches begin to focus on knowledge intensive service activities (KIAs).However, because of the manufacture-dominated paradigm in the research field of innovation, Innovation activities in KIBS were neglected for a long period, especially on the micro level - the level of organization or the level of project. At the same time, most of these results were based on some special industry - such as the financial industry, but discussions on innovation mechanisms in KIBS were really quite few. According to this, as well as the characteristics and classifications of KIBS, the author tries to do some exploration in the innovation process and the customer interaction mechanism by focusing on those KIBS who develop customized services together with organizations rather than individuals, thus to make some contributions to promote innovation practice in KIBS.Having done a great review on former research and some deep case investigation, and after a detail comparison between different NPD (new product development) process models and different NSD (new service development) process models, as well as an analysis on the service innovation characteristics in KIBS who provide customized services, the author proposes a NSD (new service development) process model for KIBS who develop customized services. And then, the authors also used a case to validate it.Using the process model propose above, the author further explore the customer interaction mechanism during the innovation process in those KIBS who develop customized services. First, the author made a deep analysis on the characteristics and essence of services developed by those KIBS, thus to explored the need of customer interaction during the NSD process. Second, from different aspects - the degree of interaction, the type of customer, different stages of the NSD process - the author discussed the customer interaction mechanism during the NSD process. Third, the authors also explored the path of different knowledge streams between the service provider and the customer. At last the authors also used a case to validate it.Afterwards the authors did a data analysis on the customer interaction. Ninefactors which have impact on customer interactions are promoted and three stages summon up after a variable reduction. The results basically approve the hypothesis promoted. The results also have those implications: first, the more customized of new service, the higher degree of customer satisfaction, second, the better interaction willingness between the both parties, the more successful of NSD project, third, the degree of interaction should change during different stages, higher during the prophase and anaphase, lower during the metaphase.At the end of the thesis, some suggestions are proposed from two different levels, that is strategic layer and the process layer. The summary is given, as well as the research prospect of the future.