An empirical research on the impact mechanism of service innovation with multi-participators

Zhang Hongqi; Lu Ruoyu

Science Research Management ›› 2014, Vol. 35 ›› Issue (4) : 103-110.

Zhang Hongqi¹, Lu Ruoyu²

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Abstract

How to use the innovation subjects around the organization in service innovation process is an important issue that a service organization faces. Based on the correlative theoretical research on multi-participators and customer satisfaction, a hypothesis model about these variables is proposed. By Empirical Research, the data obtained via questionnaire are analyzed by structure equations modeling (SEM). The results of this study include: customer participation has positive impact on employee participation and supplier participation; supplier participation has positive impact on employee participation; customer participation and supplier participation have positive impact on customer satisfaction; but employee participation has no direct impact on customer satisfaction. This paper found the comprehensive effect mechanism of multi-participators and customer satisfaction, and then some suggestions are proposed.

Key words

multi-participator / employee participation / customer participation / supplier participation / customer satisfaction

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Zhang Hongqi, Lu Ruoyu. An empirical research on the impact mechanism of service innovation with multi-participators[J]. Science Research Management. 2014, 35(4): 103-110

References

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