esearch on the impact of customer / business participation in service recovery enterprise service innovation performance

Science Research Management ›› 2017, Vol. 38 ›› Issue (4): 84-93.

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esearch on the impact of customer / business participation in service recovery enterprise service innovation performance

Xie Fenghua， Yang Qinxuan

School of Business Administration, Zhejiang University of Finance and Economics, Hangzhou 310018, Zhejiang, China

Received:2016-06-03 Revised:2017-02-14 Online:2017-04-20 Published:2017-04-17

Abstract

Abstract: This paper uses 263 firms' questionnaire survey to examine the influence of customer participation and enterprise participation on enterprise service innovation performance, and the mediating effect of knowledge transfer on the relationship. Empirical research finds that the dimension of enterprise engagement and enterprise investment have a significant positive effect on the enterprise service innovation performance, and the knowledge transfer is a part of the intermediary role. And customer participation dimension information sharing and mutual cooperation has no significant positive effect on Enterprise Service Innovation performance.

Key words: service recovery, customer participation, enterprise participation, knowledge transfer, service innovation

Xie Fenghua， Yang Qinxuan. esearch on the impact of customer / business participation in service recovery enterprise service innovation performance[J]. Science Research Management, 2017, 38(4): 84-93.

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esearch on the impact of customer / business participation in service recovery enterprise service innovation performance

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