An empirical research on the impact of customer-enterprise interaction on service innovation and enterprise performance

Science Research Management ›› 2018, Vol. 39 ›› Issue (11): 69-78.

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An empirical research on the impact of customer-enterprise interaction on service innovation and enterprise performance

Zhang Keying¹, Wu Xiaoman², Li Yangdong³

1. School of Management, Xi’an Polytechnic University, Xi’an 710048, Shaanxi, China；
2. School of Public Policy and Administration, Xi’an Jiao Tong University, Xi’an 710049, Shaanxi, China；
3. Shaanxi Coal and Chemical Industrial Group, Xi’an 710065, Shaanxi, China

Received:2015-09-15 Revised:2017-06-13 Online:2018-11-20 Published:2018-11-26

Abstract

Abstract: From the viewpoint of service innovation of the modern service industry, this paper analyze the impact mechanism of customers-enterprises interaction on service innovation and business performance in modern service industry, the conceptual model of such impact mechanism was build from the angles of sharing information, contacting customer and cooperative behavior，and corresponding hypothesis was put forward based on 148 valid questionnaires and analyzed with SPSS17.0 the hypothesis. The results show that sharing information, contacting customer and cooperative behavior have significant effect on service innovation and enterprise performance, but the impact of service innovation on enterprise performance were only partially verified.

Key words: customer-enterprise interaction, service innovation, enterprise performance

Zhang Keying, Wu Xiaoman, Li Yangdong. An empirical research on the impact of customer-enterprise interaction on service innovation and enterprise performance[J]. Science Research Management, 2018, 39(11): 69-78.

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An empirical research on the impact of customer-enterprise interaction on service innovation and enterprise performance

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