Research on the Impact of Customer Participation on Service Innovation in Commercial Banks

Abstract

Service innovation has become an important means to meet challenges and gain competitive advantages for domestic commercial banks. Customer participation in the process of innovation is the most significant characteristic of service innovation in commercial banks. This article proposes that the essence of the process of service innovation in commercial banks is knowledge transfer, and then select customer knowledge transfer as intermediate variable to explore the impact of customer participation in the process of innovation on the performance of service innovation in commercial banks. Data collected from the commercial banks in Harbin indicate that customer participation has a positive impact on service innovation performance in commercial banks, but the impact is realized through the intermediate function of customer knowledge transfer, that is, three dimensions of customer participation trough affecting customer knowledge transfer, thereby affect service innovation performance.