Wang Jianhua
Business School, Changshu Institute of Technology, Suzhou, China.
Evergrande School of Management, Wuhan University of Science and Technology, Wuhan, China.
Front Psychol. 2022 Mar 23;13:847713. doi: 10.3389/fpsyg.2022.847713. eCollection 2022.
Internet technology has given birth to continuous changes in business model and format innovation. With increasingly critical consumers, blowout development model and format innovation, enterprises are increasingly aware of the importance of customer participation in service innovation. At the same time, the development of information technology provides convenient conditions for communication between enterprises and customers, and online virtual community also provides a platform for customers to participate in the process of enterprise service innovation in an instant. Based on the theory of customer participation, knowledge transfer and service innovation performance, this paper explores the influence mechanism of customer participation in virtual community on service innovation performance, and analyzes the mediating role of knowledge transfer. Through the analysis of the results of the questionnaire, the relevant hypotheses are verified. The results show that customer participation in virtual community has a positive impact on service innovation performance. Customer participation helps enterprises obtain relevant knowledge such as customer needs and reduce barriers to knowledge sharing. In addition, enterprises will acquire customer knowledge about new products, which provides the possibility for the development of new products and services, thereby enhancing the enterprises' service innovation performance. Knowledge transfer plays a part of mediating role between customer participation and service innovation performance. In the process of enterprises' service innovation, customers mainly participate in the enterprise by means of knowledge transfer and help the enterprise improve service innovation performance.
互联网技术催生了商业模式的不断变革和业态创新。随着消费者要求日益苛刻，以及业态创新的井喷式发展，企业越来越意识到客户参与服务创新的重要性。同时，信息技术的发展为企业与客户之间的沟通提供了便利条件，在线虚拟社区也为客户即时参与企业服务创新过程提供了平台。基于客户参与、知识转移和服务创新绩效的理论，本文探讨了虚拟社区中客户参与对服务创新绩效的影响机制，并分析了知识转移的中介作用。通过对问卷结果的分析，验证了相关假设。结果表明，虚拟社区中的客户参与对服务创新绩效有积极影响。客户参与有助于企业获取客户需求等相关知识，降低知识共享壁垒。此外，企业将获得有关新产品的客户知识，这为新产品和服务的开发提供了可能性，从而提升企业的服务创新绩效。知识转移在客户参与和服务创新绩效之间起到部分中介作用。在企业服务创新过程中，客户主要通过知识转移的方式参与企业活动，并帮助企业提高服务创新绩效。
