Interaction Between Customers And Enterptises On The Fuzzy Front END Performance Of Kibs Service Development

Knowledge intensive business services (KIBS) are an important part of the services sector, with the advent of knowledge economy, has become the key factors of enhancing national economy efficiency and economic competitiveness, and innovative is an important way to obtain sustainable competitive advantage for KIBS enterprises. In the process of innovation in KIBS, the fuzzy front end is the early stage of service development, start from the beginning of product innovation strategy, experience idea generation,rich and choice, to the final formation of product definition and detailed development plans.Due to the high ambiguity and uncertainty, the fuzzy front end is the weakest link of service development, front-end performance has a Significant impact on the implementation of projects. In the fuzzy front end of Customized KIBS service development, customer involvement can reduce the stickiness of knowledge, promote the generation and flow of knowledge,and reduce the ambiguity and uncertainty. Therefore, the reserch on customers interaction and performance in the fuzzy front end of service development is very necessary.The thesis firstly introduces the significance of innovation in KIBS and the impact of the performance in Fuzzy Front End to successful service development,and explain the meaning of customer involvement in service development,then, give out the the research aims and significance.Secondly, we conclude the theory in the fuzzy front end of service development,further define the characteristics and main activities,and on that basis discuss the performance evaluation in the Fuzzy Front End of KIBS service development. Meanwh-ile, Combining the characteristics of KIBS, discuss the value of customer involvement in service development, then based on knowledge innovation process model, describe knowledge acquisition, production and propagation in KIBS. In addition, KIBS service development process model were compared, and combined with the features of customized KIBS service development, indicate the effect factors in customer interaction of service development.Thirdly, this thesis gives a concept mode, it contains three dimensions of the service provider, customer characteristics and the relationship features. The project features is considered as mediation variables between Interactivity and the performance of the fuzzy front end, then put forward hypotheses. The Data analysis results basicaly approve the hypothesis in this thesis, through defining the key factors of affacting the Interactivity and the performance in the fuzzy front end, it has a certain significance to KIBS service development.Finally, in the conclusion and prospect part, the thesis sums up the conclusions Systematically,and propose some suggestions from enterprise and project level. Then, the thesis analyzes the limitations,as well as the prospects for further research.