Service Innovation Involved by Employees and Customers:From Conceptual Model to an IT Service Case

摘要

With the service industry and information technology developing,Service innovation occurs continually in business today.It is important for service firms to understand the service’s business and process;customer knowledge including needs,expectations and experiences.However,employees are key factor to collect the customer’s advice.At the same time,employees may organize customers for the new service.So,the integration of employees and customers will help service firm in the way of developing a new service and upgrading a service.The paper describes some models to explain the relation based on some literatures and give some advices for service firms.At last,we introduce an IT service