Research On Impaction Mechanism Of Service Innovation Based On Multi-participators

How to use the resource around the organization in service innovation process is an important issue that a service organization faces. The relationship tebween customer participation, employee participation and supplier participation is very important. At first, through visiting and qustionare methods, this paper analysed customer participation, and then analyse the impaction mechanism of customer, employee and supplier. Then this paper analysed the muti-participators model and mechanism through examples. And this paper got some results:1、There are four basic customer participation typesThis paper researched the role of customer who involved in service innovation and disscussed the characteristics of customer involvement. Then through visiting some customers who involved in service innovation process, this paper got four basic customer types. This can indicate the management of customer in service innovation process.2、Customer satisfaction has mediating effect between customer participation and service innovation performanceCustomer participation has significantly positive impact to service innovation performance. And customer satisfaction has mediating effect between customer participation and service innovation performance. The effective path of "customer participation�'customer satisfaction�'service innovation performance" was constructed. This opened the "black box" that customer participation impacts service innovation performance firstly.3、CKM has four dimensionsThrough empirical research, this paper constructed the scale of CKM in the process of service innovation. And this paper found four dimensions of CKM which including management of knowledge for customer, management of knowledge about customer, management of knowledge from customer, management of knowledge co-creation with customer, and there are two factors in every dimension. The empirical results show that the developed scale has good reliability and validity. 4、Four dimensions of CKM’s influence to service innovation capability are differentManagement of knowledge co-creation and management of knowledge of customer have significantly positive effects on service innovation capability. Management of knowledge for customer and management of knowledge from customer have little effect on service innovation ability.5、Customer satisfaction has mediating effect between customer participation and employee’s innovative behaviorThe data obtained via questionnaire is analyzed by structure equations modeling (SEM). The results of this study include:customer participation’s impaction on employee’s innovative behavior, customer satisfaction’s impaction on employee’s innovative behavior, customer satisfaction was put into the relationship between customer participation and employee’s innovative behavior creatively. And this paper found the inside mechanism of customer participation’s impaction on employee’s innovative behavior.6、Customer participation can influence service innovation performance through employee innovation behaviorBased on the literature, this paper put forward the supposing model of the relationship between customer participation, employee innovation behavior and service innovation performance. The results of this study include:The inner influence mechanism of employee’s innovative behavior and its impaction on service innovation performance;customer participation’s impaction on employee’s innovative behavior, the inner influence mechanism of customer participation’s impaction on service innovation performance.7、There are relationships between customer co-creation, employee innovation performance, organization innovation performance and customer satisfaction.The data obtained via questionnaire was analyzed by structure equations modeling (SEM). The results of this study include:customer information sharing and customer co-creation has positive impaction on customer satisfaction; employee service innovation performance has positive impaction on organization service innovation performance; customer satisfaction has no direct impaction on employee service innovation performance; customer satisfaction has positive impaction on organization service innovation performance; customer information sharing and customer co-creation has positive impaction on employee service innovation performance; customer information sharing has no direct impaction on organization service innovation performance; customer co-creation has positive impaction on organization service innovation performance. Then this paper found the comprehensive effect mechanism of these variables.8、Supplier involvement can influence service innovation abilityWhen supplier involve in service innovation in proper time, it can improve the effect of service innovation product. Based on analyzing the supplier involvement activities in service innovation process, the supplier involvement continuum in service innovation is proposed. Then the impacts that supplier involvement in service innovation brings about are analyzed.9、There are relathionships tebween customer participation, employee participation and supplier participationThis paper found the comprehensive effect mechanism of multi-participators and customer satisfaction:customer participation has positive impaction on employee participation and supplier participation; supplier participation has positive impaction on employee participation; customer participation and supplier participation have positive impaction on customer satisfaction; but employee participation has no direct impaction on customer satisfaction.