Author(s)

Cheng Xiao

Corresponding Author

Cheng Xiao

ABSTRACT

How to realize service transformation in manufacturing enterprises is a key issue to be solved urgently. The current research on customer participation in service innovation tends to focus on service enterprises. The innovation theory of how to use customers to obtain competitive advantage is still very scarce. Therefore, based on the above-mentioned reality and theoretical background, a theoretical model is established based on the service-led logic and dynamic capability theory to study the impact of customer participation on the service innovation performance of manufacturing enterprises. Using the survey data of 139 manufacturing companies as a sample, the Bootstrap method was used for empirical analysis. The results show that customer participation has a significant positive effect on service innovation performance. Strategic flexibility plays a full intermediary role in the process of knowledge integration between customers and enterprises, and then plays a positive role in manufacturing enterprise service innovation performance.

KEYWORDS

Service-oriented logic, strategic flexibility, knowledge-based view, value creation