Study On The Impact Of Social Capital On Customer Knowledge Acquisition And Innovation Performance Of SME Of KIBS

In our country, the SME(?) account for more than 99% of the total enterprises, the development of SME is important for our country's economy. At the same time, in the era of knowledge economy, knowledge has become an important resource for the enterprises to receive sustainable competitive advantage. Particularly in customer-oriented market environment, customer knowledge as an important source of innovation, is indispensible, and is a key external resource for the enterprises. To obtain the scarce and valuable customer knowledge is essential for the development of enterprises. Based on the review of the relevant literature, seeing that China is a country focus on "relationship", this paper focuses on the relationship of customer knowledge acquisition and innovation performance of SME of KIBS from the perspective of social capital. The difference of the research results in Chinese culture background and western culture background, in different industries, and in different firm sizes, as well as the reasons are the purposes for the author to conduct further research.This paper has a detailed literature review at first, such as social capital, customer knowledge acquisition and innovation performance. Secondly, based on the extant literature, this paper proposes the hypothesis and a theoretical model, which consists of social capital (independent variable), customer knowledge acquisition (mediating variable), and innovation performance (dependent variable). The social capital is divided into three dimensions, which are the structural dimension, relational dimension and cognitive dimension (structural dimension includes network ties, network configuration and appropriable organization; relational dimension includes trust, satisfaction and norms; cognitive dimension includes shared language, shared narratives and shared values). Customer knowledge acquisition of SME of KIBS divided into two dimensions, which are knowledge about customer and knowledge from customer (knowledge about customer includes the information about customer's demand, background and purchase history; knowledge from customer includes the knowledge about company, product, service, market and competitor from customer). The innovation performance measured through product and organization innovation. Thirdly, design and modify the original questionnaire based on Corrected Item-Total Correlation and Cronbach's a coefficient, form the final questionnaire. Fourth, recover and arrange the data, test and analysis the hypothesis and model through credibility and validity analysis (EFA (exploratory factor analysis)), correlation and regression analysis. Finally, sum up the conclusions of this paper, obtain the key finding through comparing with previous studies, and also give some proposals, the research limitations and advice for future research.The main research results are shown below after analysis of the 212 valid samples:(1) customer knowledge acquisition includes two factors, which are knowledge about customer acquisition and knowledge from customer acquisition. (2) the social capital between the firm and customer has significant and positive effect on customer knowledge acquisition of SME of KIBS. (3) the structural dimension of social capital between the firm and customer has significant and positive effect on knowledge about customer acquisition of SME of KIBS, while the hypothesis of which has positive effect on knowledge from customer acquisition of SME of KIBS is not supported. (4) the relational dimension of social capital between the firm and customer has significant and positive effect on knowledge from customer acquisition of SME of KIBS, while the hypothesis of which has positive effect on knowledge about customer acquisition of SME of KIBS is not supported. (5) the cognitive dimension of social capital between the firm and customer has significant and positive effect on knowledge about customer acquisition of SME of KIBS, while the hypothesis of which has positive effect on knowledge from customer acquisition of SME of KIBS is not supported. (6)the customer knowledge acquisition of SME of KIBS has significant and positive effect on innovation performance. Furthermore, knowledge about customer acquisition of SME of KIBS has significant and positive effect on innovation performance, as well as knowledge from customer acquisition of SME of KIBS has significant and positive effect on innovation performance. (7) the theoretical model that social capital influences the firm's innovation performance through the mediating role of customer knowledge acquisition is built and tested.(8) the firm's characteristics such as the location of enterprises, the establishment of the time, the nature of enterprises, firm's size and R&D investment more or less effect the relationship between the social capital, customer knowledge acquisition and innovation performance is tested through One-Way ANOVA.