顾客参与对商业银行服务创新绩效的影响分析word格式论文.docxVIP

AbstractIn 1990s, the global industrial structure transited from the “industrial economy” to a “service economy” promoted by the tide of economic globalization and information. In recent years, the development of service industrial has a new transformation, which refers to from traditional economic transition to knowledge – intensive business service. In the internal structure of service, there are some significant changes, some knowledge- intensive business service such as financial service, information service and science service become pillar in the service industrial.This paper selects Banking as the research object and analyzes the impact ofcustomer participation on service innovation. Start from the study of relevant literatures, it explains the influence of customer participation from the four dimensions of customer participation, and then it proposes relevant assumptions in the context of customer knowledge transfer as a mediator. Through questionnaire survey on commercial banks in Hubei province, this paper conducts factor analysis, correlation analysis and regression for the collected data through SPSS statistical software. The empirical research concludes the following results: firstly, in the process of customer participate in service innovation of commercial banks, the various dimensions of customer participation are able to promote service innovation, but the degree of influence isn’t the same; secondly, customer knowledge transfer has a significant positive impact on commercial banking services innovation performance; thirdly, the positive influence of customer participation on service innovation performance is achieved by the intervening variable of customer knowledge transfer, customer participation is able to promote customer knowledge transfer, at the same time, customer knowledge transfer is able to promote service innovation performance, so that customer participation has a positive impact on the service innovation of co