Research On The Service Innovation Process And Influence Of Multi-agent Participation

With the rapid development of service industry,service innovation has become the key element to the development of enterprises.Multi-agent participation has also become the basic characteristics of enterprise innovation activities in modern economic environment.In the related research,scholars have explored the process of multi-agent participation in service innovation from microcosmic perspective,and discussed the roles of individual participants.Although scholars have realized the importance of multi-agent participation for service innovation performance,few scholars have explored the process of multi-agent participation in service innovation based on the perspective of service ecosystem.In addition,it has not been clearly explained the mechanism of the effects of the degree of actor participation,knowledge co-creation and service innovation performance.Thus,by using case studies and questionnaires,this paper discusses the service innovation process and its influencing mechanism of multi-agent participation.The dissertation consists of three parts: Firstly,this paper defines the concepts of service innovation,multi-agent participation,service ecosystem and points out the lack of existing research and the possible directions for the future.Secondly,the service innovation process model of multi-agent participation from the perspective of service ecosystem is constructed.Based on case study,this paper analyzes the relationship between the degree of multi-agent participation,knowledge co-creation and service innovation.The data were collected by the questionnaire and it is analyzed by SPSS 22.0 and Smart PLS.Finally,this paper points out the management enlightenment,which provides theoretical support and practical enlightenment for Chinese enterprises to carry out service innovation activities.The conclusions of this paper are as follows:Case studies show that the degree of actor participation,knowledge co-creation and service ecosystem structure are different in different stages of service innovation process.The first stage is the core action body structure and mainly shape inward-oriented knowledge co-creation;The second stage is the multiple network structure,within outward-oriented or inward-oriented knowledge co-creation;The third stage is the multiple or complex network system structure and mainly shape outward-oriented knowledge co-creation.The case reveals the internal influence of the degree of actor participation,knowledge co-creation and service innovation performance in the process of service innovation,and provides a theoretical framework for exploring the internal mechanism of multi-agent service innovation.Empirical studies show that multi-dimension degree of actor participation have different impact on the knowledge co-creation and service innovation performance.The depth of actor participation is more positive for the incremental service innovation and the breadth of actor participation is more positive for the breakthrough service innovation.In addition,knowledge co-creation has different mediating effects on various dimensional actor participation degree and service innovation performance.The breadth of actor participation is more positive for the outward-oriented knowledge co-creation and the depth of actor participation is more positive for the inward-oriented knowledge co-creation.What's more,outward-oriented and introductory knowledge co-creation are more likely to lead to breakthrough service innovation.Further reveals the mechanism of the degree of actor participation,knowledge co-creation on service innovation performance.