A Study On The Impact Of Service Enterprises' Customer Knowledge Transfer On Service Innovation Performance

As an important part of modern industries, services progress will drive the developments of other industries. Services enterprises focus on customers and pay attention to the demands of customers so that they can fully understand customers' knowledge and intentions. Considering about customers' suggestions and make full use of those feedbacks is a key link for improving quality of products so that they can occupy huge market share in the competition.In the epoch of knowledge economy, products have short life and high cost. It is difficult to obtain price advantage and quality advantage in the same industry. In this point, many enterprises turn the focus on services. At the same time, homogenization of products is more prominent. Customers'expectations are varying so that many enterprises focus on the services innovations in order to build market strategic and achieve product differentiation. At last, they can expand consumer demand.This paper studies affections of customer knowledge transfer on service innovation performance. Through sorting the extensive literature, this paper obtained the relevant definitions. It makes a deep research between customer knowledge transfer and service innovation performance. Then, construct theoretical model between them. It made the measures of sticky knowledge, trust, willingness to cooperate, customer knowledge transfer, service innovation performance. It makes some hypothesis, delivering questionnaire, adopt statistical analysis methods and verifies sticky knowledge has negative correlation with customer knowledge transfer; Trust, cooperation willingness have positive correlation with customer knowledge transfer; Customer knowledge transfer affects service innovation performance through customer knowledge sharing.This paper enriches theory about customer knowledge transfer in the enterprises' service innovation and compensate for the inadequate of existing research. Especially build correlation mechanism model about customer knowledge--customer knowledge transfer-- service innovation performance. It proofs that customer knowledge transfer is an important driving force for service innovation and improve management level of customer knowledge. It also can provide reference for practice.