Analysis on the Customers' Responds on Service Innovation—Take High-touch Service as Example

摘要

The implementation of service innovation needs customers' experience and recognition. Evidence from high-touch service industry shows custonors' positive responses on service innovation bases on emotional experience and perception of relationship quality with the firm. Therefore, service firms need to start from scene design, process management, and product mix to strengthen customers' emotion and reorganization, thus to stimulate the emergence of customers' loyalty behaviors.