Research On The Impact Of Customer Participation On The Performance Of Service Innovation In The Enterprises Of Business Service Industry

In order to construct, improve and maintain the competitive advantage of service, the enterprises in business service industry, who have desire to improve the level and quality of service, must be service innovation. The feature of business service makes enterprises can not be separated from customer participation in the process of innovation. In the process of customer participating in innovation, customers and enterprises form a "temporary organization", and generate a frequent interaction, which is essentially a process of knowledge transfer. The knowledge transfer directly affects the performance of service innovation.The paper studies the impact of customer participation on the performance of service innovation in the enterprises of business services industry, combined with the characteristics of business service; classify customer participation into knowledge sharing, cooperative behavior, and common norms. According to the characteristics of the process of customer participating in service innovation, knowledge transfer is divided into internal knowledge transfer and external knowledge transfer. Taking the intermediary role of knowledge transfer into account, the study ultimately establish a customer participation- Knowledge Transfer-the performance of service innovation model and propose corresponding research hypothesis.By the surveys in Ningbo, Guangzhou, Shenzhen, Dongguan and a empirical research, the results of empirical research confirms the basic assumptions, the main conclusions are listed below:First of all, customer participation has a positive impact on internal and external knowledge transfer in the activities of the enterprises in business service industry, and the impact of customer participation on internal and external dimensions of knowledge transfer is different.Secondly, both internal and external knowledge transfer have a positive impact on the performance of service innovation, and the degree of impact is very significant.Finally, customer participation has a positive impact on the performance of service innovation of enterprises from business service industry, but the impact mainly dues to the intermediary role of knowledge transfer, which is a intermediate variable. In other words, all dimensions of customer participation have influence on knowledge transfer, thereby affecting the performance of service innovation. The influence of knowledge sharing and cooperative behavior primarily owing to the intermediary role of knowledge transfer, however, common norms not only have influence on the service innovation by the intermediary role of knowledge transfer, but also have a direct impact on the performance of service innovation.Hence, this study puts forward corresponding management implications from three aspects: improve customer knowledge sharing willingness, establish and comply with common norms and manage cooperative behavior of customer.