Care Enterprises Interactive Service Innovation And Business Performance

With the rapid development of the knowledge economy and the increasinglyobvious trend of globalization,the importance of the service economy promote theeconomic development and employment especially.The rapid increase in demand forservices and the increasing pressure of the market competition cause the modernservice enterprises to seek new core competitive advantage, the development of newservices is the most important means. Production and consumption at the same timemake the customer to become an important source of innovative ideas in the processfor enterprises to develop new services, and enterprises could obtain the informationand needs of customer by interacting with customers, so as to promote output of thenew service,and improve the business performance.Therefore,according to thecharacteristics of modern services industry,identifying to the influence ofcustomer-enterprises interaction to service innovation of enterprise, and selecting thecontrollable factors in it proposed countermeasures, which is one of problem formodern service industry need to focus on。Based on the above issues and the actual needs of the modern service enterprises,by summarizing and analyzing the relevant theory, the paper build a conceptual modelfor the influce of the customers-enterprises interaction to service innovation andbusiness performance, and correspond assumptions, and analysis of the mechanismfor the customers-enterprises interaction to service innovation and businessperformance in modern service industry. Paper conducted a survey for internal staff ofthe Modern service industry in the form of e-mail and visit, contrarying to therecovered148valid samples, through the use of descriptive analysis, reliabilityanalysis, validity analysis and regression analysis statistical method, using SPSS17.0statistical software to verify the builded conceptual models and theoretical assumptions.The major innovative work and conclusions of this study can be summarized inthe following two aspects:(1) The paper used the related theory of customer-enterprises interaction as astarting point, combined with the research of service innovation and thecharacteristics of modern service industry, innovative build a conceptual model for theeffects of the customers-enterprises interaction to service innovation and businessperformance. Customer-enterprises interaction in the model includ three dimensions,sharing information, contacting customer, cooperative behavior. learning from theresearch of Wang Lin and Wei Jiang (2009), service innovation is divided into twodimensions:the innovation for the service concept and the service delivery. Byanalyzing the influce of the customers-enterprises interaction to service innovationand business performance, the model revealed the influce mechanism of thecustomers-enterprises interaction to service innovation and business performance.(2)In empirical research,paper proposed and demonstrated the role relationshipamong three dimensions:sharing information, contacting customer, cooperativebehavior and the innovation for the service concept,the innovation for the servicedelivery of service innovation and enterprise performance. Results show that thereexists the significant positive effect among the overall dimensions ofcustomer-enterprises interaction, service innovation, and business performance; Theinnovation for the service concept in service innovation have significant and positiveeffect on enterprise performance, and the innovation for the service delivery of serviceinnovation don’t produce a significant impact on enterprise.The results of thestatistical analysis basically verify the assumptions of this paper,which provide theoryfor the modern service industry implementation service innovation to learn from.