Research On The Influence Of Customer Participation, Enterprise Participation And Knowledge Transfer On The Enterprise Service Innovation In Service Recovery By The Example Of Catering Enterprises

With the fast development of the world economy, the rise of service industry has injected the new impetus to the development of economy. Its status and importance in one nation’s economy is becoming more and more important. Under the background of rapid development of service industry, service recovery is getting more and more attention of scholars as it can improve customers’ satisfaction about service quality, so as the management work of customer loyalty. At the same time, service innovation, as a method to help service enterprises continue to gain market competitive advantage, is thought highly by many scholars.Under this research background, some scholars have found the importance of customers’ participation in the process of enterprise innovation. In the process of researching the influences of customers’ participation of enterprise service innovation,scholars have found that customers’ participation is conducive to the improvement of innovation, and knowledge transfer may play an intermediary role between customer participation and enterprise innovation. The role of knowledge in the development of enterprises is getting more and more attention; knowledge not only exists in the part of enterprise, but also exists in the customer side. Customer knowledge is a valuable,scarce, and difficult to substitute. Therefore, customer knowledge is an important resource in the development of enterprise. Properly using this resource will bring huge benefits to business’ s service innovation. In the research of the influence of customers’ participation on enterprise service innovation, the research focus of scholars is on the customer side, but customers’ participation is the interaction between customers and enterprises. Company’s emphasis on customers’ participation and the use of customers’ participation will also affect the performance of enterprise innovation. Customers’ participation under the circumstance of service recovery and enterprise participation’s impact on service innovation have few scholars to deeply study. The author believes that in the context of service recovery, the communication of customer and enterprise in the exchange of service failure may also promote customer knowledge to transfer, then to promote business service innovation.In this paper, the empirical test is used to study the relationship between the various dimensions of customers’ participation and business participation in the catering industry, and the enterprise service innovation. Then the study analyze the mediating mechanism of knowledge transfer. Firstly, this paper reviews the literature review onservice recovery, customer participation, enterprise participation, knowledge transfer and enterprise service innovation, and then constructs the theoretical model on this basis.Secondly, the paper makes modification about this paper’s environment according to the previous questionnaires, designs a questionnaire survey and obtains the relevant data through the pilot survey and the official survey. Then, to make the empirical test about the hypothesis and the theoretical model using the reliability and validity test, single factor analysis of variance, correlation analysis and multiple regression analysis. The main conclusions of the empirical test is that the dimension of enterprise engagement,enterprise contact and enterprise investment have a significant positive impact on enterprise service innovation, knowledge transfer plays a part of intermediary role in it,while customer participation’s dimension information sharing and mutual cooperation have no significant positive effect on enterprise service innovation. Finally, suggestions are made on how to absorb the customer knowledge in the service recovery situation to carry out service innovation according to the above conclusions.The research focuses on customers, which are the impact element of customer service innovation, to explore the impact of customer participation on enterprise service innovation in the context of service recovery based on the existing literature, and consider the role of business participation in it. The paper explores the full path of customer participation and enterprise participation to the knowledge transfer and then to the service innovation. Then the paper explores whether the transfer of knowledge plays an intermediary role, and to improve the existing model to provide an empirical basis for the existing research.This paper’s research has a certain strategic and practical significance on how enterprises to promote enterprise service innovation through absorbing customer knowledge by interaction, to service customers better, so as to help enterprises gain market competitive advantage in the context of service recovery.