The Effects Of Firm-customer Interaction On Service Innovation Performance

The continuously renewed open innovation model has expanded the research area of service innovation. The enterprises gradually broke the organization boundary cooperating with stakeholders to innovate together. Characterized by intangib-ility and integration of production and consuming, service involves the customers in the innovation process; therefore, customers as the stakeholder has been valued. Thus firm-customer interaction comes in the research area. The research of it mainly focuses on its influence on internal mechanism of service innovation, such as organizational learning mechanism, knowledge transfer mechanism, customer’s knowledge acquisition mechanism and so on. This paper is based on previous theories, integrates cooperating innovation and management of knowledge theories in the process of firm-customer interaction to research firm-customer interaction’s influence on the service innovation performance under the knowledge synery mechanism.The paper applies the combination theoretical analysis and empirical research. First, the literature carding and theoretical summary establish the relation model between firm-customer interaction and service innovation performance and propose theoretical assup-tions with the firm-customer interaction as the independent variable, knowledge syneryas the mediating variable, and service innovation performance as the dependent variable O one hand, the paper references the previous mature inventories and modifiesit based on the research’applicability and experts’ advice on the other hand. Finally, the paper establishes empirical research with Shannxi Moblie Communication Industry as the example. Through questionnaire and collecting statics, the paper analyzes and verifiesthe relation among the theoretical model’s variables with the help of SPAA and AMOS.The research results show:(1) Firm-customer interaction has positive influence on the service innovation performance.(2)Knowledge synergy has a mediating effect on the relation between firm-customer interaction and service innovation performance.(3) Under the interactive innovation scenario, interactive quality and relation quality regula-te knowledge synergy in the process of firm-customer interaction. This paper contains...