Research On The Impact Of Service Enterprise Relationship Management On Service Innovation Performance

Since the beginning of the 21 st century,the relatively stable business environment has been replaced by a more volatile market environment,increasing technological innovation and changing customer preferences.In this fast-changing environment,the single linear service innovation mode of enterprises can no longer meet the market demand,but evolve to the personalized and diversified service mode.In order to survive in the ever-changing environment,service-oriented enterprises have to make continuous service innovation to meet customers' demand for high-quality,low-price,innovative and personalized products and services,and then realize the possibility of improving their performance.Service innovation often requires intricate knowledge,resources,and capabilities to improve or transform existing service content and service processes.In the era of knowledge economy,knowledge becomes the key resource for service enterprises.Rare,hard to imitate and irreplaceable knowledge resources are the foundation of enterprise value increment.However,the internal knowledge of an enterprise is only the tip of the iceberg in the knowledge base of improving the performance of service innovation,which cannot meet the rapidly changing market environment.Therefore,the transformation of knowledge acquired from the outside into service innovation has become an insurmountable link,and at the same time,it helps the enterprise win a field in the white-hot market.Knowledge is generally embedded in the relationships among customers,suppliers,distributors,competitors,etc.Relationship management can tap into these knowledge,increase the enterprise's knowledge system,and provide a variety of possibilities for service innovation activities.At the same time,it provides opportunities for enterprises to learn,communicate and cooperate with each other,and it can also solve relationship conflicts,optimize relationships,reduce relationship redundancy,and help enterprises realize service innovation activities at the lowest cost.The existing studies pay more attention to service innovation,but the research on service innovation performance through relationship management is relatively deficient,and it lacks the regulatory effect of environmental dynamics.Based on previous studies,this paper combs the literature on Relationship Management capability,knowledge acquisition,environmental dynamics and service innovation performance.Starting from the impact of relationship management capability on service innovation performance,this paper deeply analyses the mediating role of knowledge acquisition in both,and studies the mediating role of environmental dynamics in knowledge acquisition on service innovation performance and the mediating role of environmental dynamics on knowledge acquisition.A total of 261 valid questionnaires were collected through an in-depth investigation of small and medium-sized service enterprises in xi 'an high-tech zone.In order to verify the proposed hypothesis and model,SPSS 18.0 software was used for data analysis and AMOS 21.0 software was used for structural equation model analysis of sample data.The results show that knowledge acquisition plays a part of the intermediary role in relationship management and service innovation performance.The changing environment is likely to stimulate service innovation;environmental dynamics plays a positive role in regulating the relationship between knowledge acquisition and service innovation performance.Under the stable dynamic environment,relationship management has a stronger impact on service innovation through knowledge acquisition than in the turbulent environment.However,the mediating effect of environmental dynamics on knowledge acquisition between relationship management and service innovation performance is not significant.In theory,this paper attempts to clarify the relationship between relationship management ability,knowledge acquisition and environmental dynamics and service innovation performance,and make up for the defects of existing literature,enriching the theories of service innovation and relationship management.In practice,it provides management enlightenment for service innovation activities of service enterprises.