Study On The Impact Of Customer Participation To Nsd Performance Of KIBS

With the coming of the knowledge economy time, the knowledge to the enterprise is increasingly important, which is the enterprise competitive advantage and innovative base resources. The new service development of KIBS is an important way of service innovation; enterprises need to strengthen customer interaction, guide customers participating actively in the new service development activities to improve the new service development performance. Customer participation can not only make enterprises get timely customer demand information, constantly improve the content of the new service, but also can let customers better understand the new service; improve the performance of the new service development.This study takes the KIBS as the research object; study the impact of customer participation to new service development performance from the view of knowledge acquisition. From the angle of the new service development performance differentiate customer knowledge acquisition and take tacit customer knowledge as a moderator variable. Trying to verify influence specific paths of the customer participation to the new service development performance, find the effective way to acquisition customer knowledge and promoted the new service development performance way.Through to the investigation and empirical analysis of JiangSu and ZheJiang area KIBS enterprises, this study draw the following conclusion:(1) Customer participation has significantly positive effects to the customer knowledge acquisition.Information sharing has a significant influence on services knowledge acquisition, behavior of responsibility has a significantly positive effect to acquire the service knowledge and consumption use knowledge, interpersonal interaction has a significantly influence on acquiring three kinds of customer knowledge.(2) Customer knowledge acquisition will positive influence on the new service development performance, service knowledge, consumption&use knowledge and customer self knowledge both have significant impact on new service development performance.(3) Customer knowledge acquisition as a mediating role between customer participation and new service development performance.(4) Knowledge tacit will adjust the relationship between customer participation and customer knowledge acquisition, has a significant effect in moderating the relationship between customer participation and service knowledge acquisition, the behavior of responsibility and consumption use knowledge acquisition.Finally the study summarized analysis conclusion, puts forward the corresponding management revelation for the enterprises. Then this study analyzes the limitations, as well as the prospects for the further research.