知识密集型服务企业与顾客互动模型研究--以商业银行为例

摘要

Innovation process of knowledge intensive business service is basically equivalent to the cooperation between enterprise and the customer , both sides requires to interact during different stages and environmental services .In this paper,through analysis of commercial bank and customer in-teraction model,discussing the interaction degree between enterprises and clients,on this basis,putting forwardseveral advice of knowledge intensive business servicesinnovation.%知识密集型服务企业的服务创新过程基本等同于企业与顾客合作生产的过程，往往需要双方在服务的不同阶段不同环境下进行互动交流。通过对商业银行与顾客互动模型的剖析，探讨了知识密集型服务业与客户互动不同阶段不同环境的互动程度，在此基础上，提出知识密集型服务企业服务创新的建议。