Research On The Relationship Between Customer Relationship Quailty And Service Innovation Performance

In the context of "Internet +" and the knowledge economy,the market environment is becoming more and more complex,so that the service industry urgently needs transformation and upgrading,and the traditional service economy is gradually moving towards a knowledge-intensive service economy.Therefore,more and more companies attach importance to service innovation and hope to gain a competitive advantage through service innovation.The "Opinions on Accelerating the Development of Human Resources Service Industry" issued by the Ministry of Human Resources and Social Development,the National Development and Reform Commission and the Ministry of Finance in 2014 mentioned,that human resource service industry is a key area of productive service industry determined by the state,and accelerate the development of human resource service,Which is of great significance to promoting China's economic development.Therefore,the transformation and upgrading of the human resources service industry is imminent.As a representative of the emerging service industry,the human resources service industry must keep up with innovation if it wants to develop for a longer period of time.We know that customers are one of the important resources of the human resources service industry.So how does the relationship with customers affect the service innovation of an enterprise? How can an enterprise make good use of the external resource of the customer to increase service innovation,thereby enhancing its competiveness? These issues are crucial for companies to improve their competitiveness.To answer this question,this research takes the human resources service industry as the research object.And first,based on a systematic review of domestic and foreign literature on customer relationship quality,customer knowledge transfer,service innovation performance,and market uncertainty,the research explores the among relationship quality,customer knowledge transfer,service innovation performance,and market uncertainty.The research constrcuts a moderated mediated model,which takes customer relationship quality as independent variable,customer knowledge transfer as a mediator,service innovation performance as dependent variable,market uncertainty as a moderator.Secondly,taking the human resources service industry as the research object,this research conducted a questionnaire survey on the questionnaires issued to the employees.And the SPSS18.0 and AMOS21.0 statistical analysis software are use to analyze the data to test the hypothesis.The results show that,(1)The customer relationship quality in the human resources service industry has a positive impact on customer knowledge transfer and service innovation performance;(2)The customer knowledge transfer in the human resources service industry has a positive impact on service innovation performance;(3)The customer knowledge transfer has a partial mediating effect on the relationship between the customer relationship quality and service innovation performance;(4)Market uncertainty moderates positively the relationship between customer relationship quality and customer knowledge transfer.And it moderates the mediation of customer knowledge transfer.Based on the research results,this study proposes new ideas for improving the competitiveness of the human resources service industry.(1)The human resources service companies need to strengthen the relationship maintenance with customers to improve human resource service innovation.(2)The companies need to build a knowledge transfer mechanism to improve the ability of service innovation.(3)The companies need to and put it into the strategic level of enterprises,and improve service innovation capabilities through multiple channels.