Study Of The Influence Of Online Participation Of Leading Customers On Performance Kibs Enterprises’ New Service Development

With the advent of the era of knowledge economy and the rapid development of information technology, customer online participation in the network environment has become an important approach for enterprises of knowledge intensive business service (hereinafter referred to as the KIBS) to obtain customer knowledge and improve the performance of the new service development. And online participation of the leading customers, who are most valuable to new service development of KIBS enterprise, has an importantly positive significance on promoting the development performance. Not only can the customer information convey to the enterprise rapidly and efficiently, improve the enterprise’s new service contently; but also let new service understand by customers faster, and improve customer satisfaction.Taking KIBS enterprises as the research object, this study explores the mechanism that how the leading consumer online participation effect the performance of the new service development.With the relevant theoretical research of the leading customer, customer online participation, customer knowledge acquisition and new service development performance etc., we put forward relevant assumptions, on the basis of composite analysis, and build concept model of leading customers in three dimensions for customer knowledge acquisition and development of new service performance. Moreover, the new service innovation is studied as a moderator variable of new service development performance. At last, the research conclusion and practical suggestions of this study is summarized via empirical analysis, while the shortcomings and future research prospects are pointed out.Analysis of questionnaire and structural equation model, which is based on244leading customers participating online in new service development project of KIBS enterprises, the following main conclusions are reached:Information sharing, joint development and online interactive dimensions during the leading customers participate online, has a significantly positive influence on acquisition of demand knowledge, conceptual knowledge and technology knowledge for KIBS enterprise customer;Three types of the leading customer knowledge acquisition has a significantly positive influence on the performance of new service development of KIBS enterprises; Jointly-development has a remarkably direct positive impact on it; Information sharing and online interactive have an indirect positive effect on it.Leading customer knowledge acquisition plays a mediating role between the customer online participation and the new service development performance of KIBS enterprises. Innovation of the new service regulates the relationship between customer knowledge acquisition and development performance of the new services.This paper studied leading customers’participation in network environment, realizing innovation of the research object; from the perspective of customer knowledge management, we achieved innovation of the research view; based on the study of the relationship between leading customers’ participation online, customer knowledge acquisition and effect of the NSD performance, we introduce the influence of new service performance, obtaining the innovation of the research content.