Abstract
With the rapid development of information technology, knowledge has become an important strategic resource for enterprises. To maintain competitive advantage, travel agencies need to manage their knowledge, especially customer knowledge. This study tests the influencing factors and effects of service teams' access to and combination of customer knowledge on tourism service companies. Data came from 182 sales teams and 576 employees of travel agencies. Regression analysis is used to test the proposed model, and the results show that both customer orientation and interaction intensity affect service teams’ customer knowledge co-creation, which can promote service innovation. Also, customer knowledge co-creation mediates the relationship between interaction intensity and service innovation. Implications for managers and suggestions for future research are discussed.
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