The Influence Of Multi-participators On Service Innovation Performance Based On The Supply Chain

Under the trend of world economic integration, competition among enterprises hasbecome stronger and stronger, the service has become more and more important formanufacturing companies to maintain their competitive advantage. And because serviceis invisible and easily imitative, the services of an enterprise are very easily imitated andcopied by their competitors, and therefore, service innovation plays a more and moreimportant role for manufacturing enterprises. But there is something that makes usconfused in reality. Although there is no lack of Chinese manufacturing enterprises thatmade a successful transformation through service innovation, there still are somecompanies that did not achieve the desired effect in their service innovation.Therefore, the factors which affect the service innovation performance are gettingmore and more attention of enterprises.In reviewing the literature about the service innovation and multi-participators,this research constructs a model about the effects that customer participationand supplier involvement have on the service innovation performance in manufacturingenterprises. Then, this research studies the role that customer participation and supplierinvolvement play in the service innovation performance and the mediating role ofemployees’ creative behavior in the process, this research also studies the moderatingeffect of organizational creative climate on the relationship between employees’creative behavior and the service innovation performance. Statistical methods such asregression analysis is adopted in this research. This research verifies that customerparticipation and supplier involvement have a positive impact on the service innovationperformance, employees’ creative behavior has a mediating effect on the relationshipbetween customer participation/supplier involvement and the service innovationperformance, organizational creative climate has a moderating effect on the relationshipbetween employees’ creative behavior and the service innovation performance. At last,the results of the empirical analysis are discussed and interpretated, and the relatedsuggestions of how to improve the service innovation performance of enterprisethrough customer participation and supplier involvement are put forward.According to the empirical analysis of57samples of manufacturing enterprises indifferent scale from all over China, this paper indicates that customer participation canimprove the service innovation performance of enterprise, the customer contact has themost obvious influence on service content, and the cooperation has the most obviousinfluence on service organization, service flexibility, market performance; the level ofresponsibility of suppliers can improve the service flexibility,and the informationsharing of suppliers can improve the service organization, service flexibility and market performance; employees’ creative behavior has a mediating effect on most relationshipbetween customer participation/supplier involvement and the service innovationperformance; organizational creative climate has a moderating effect on the relationshipbetween employees’ creative behavior and the service innovation performance, theleader support has a moderating effect on the relationship between employees’ creativebehavior and service organization, service content, service flexibility, marketperformance, the organization support has a moderating effect on the relationshipbetween employees’ creative behavior and service organization, serviceflexibility, service content, and the colleague support only has a moderating effect onthe relationship between employees’ creative behavior and service organization, servicecontent. Therefore, in order to improve the service innovation performance,manufacturing enterprises should not only pay attention to the external customerparticipation and supplier involvement, but also pay attention totraining the internal organizational creative climate.