Customer knowledge transfer and service innovation performance: A customer-firm interaction perspective

被引：0
|
作者：
Zhang Ruo-yong
Liu Xin-mei
Liu De-wen
机构：
[1] Xian Jiaotong Univ, Sch Management, Xian 710049, Peoples R China
[2] Univ Elect Sci & Technol China, Sch Management, Chengdu 610054, Peoples R China
来源：
2007 INTERNATIONAL CONFERENCE ON SERVICE SYSTEMS AND SERVICE MANAGEMENT, VOLS 1-3 | 2007年
关键词：
services; customer interaction; knowledge transfer; service innovation; innovation performance;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Successful innovation is vital for firm survival in modem service industries. This study empirically investigates the effect of customer's interaction with service production on knowledge transferring, and the consequent effect of knowledge transfer on service innovation performance in service sectors. Following an empirical framework, a survey was developed in seven service sectors and data collected from 122 Chinese service firms. Results indicate strong positive relationships between three dimensions of customer interaction and knowledge transfer. Moreover, two of these three positive links are moderated by service climate. Our study also supports that customer knowledge transfer is positive to service innovation performance.
引用
收藏
页码：34 / 38
页数：5
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