基于顾客参与的服务创新中顾客类型的研究

Customer Type Research Based on Customer Involvement in Service Innovation Process

随着服务经济的发展,在服务创新过程中企业逐渐认识到顾客参与的重要性,参与服务创新的顾客类型不同于传统的顾客类型,对参与服务创新的顾客类型的研究将对服务创新的管理有重要的指导意义。本文通过对服务创新中顾客的角色和顾客参与特点的分析,在服务创新中基于顾客参与的背景下,通过深度访谈分析得出四种参与服务创新的顾客基本类型:领先型顾客、成长型顾客、逃避型顾客和滞后型顾客,并对每类顾客进行了分析,最后得出结论。

With the development of service economy,more and more companies recognized the importance of customer involvement in service innovation process.The research of customers who are involved in service innovation process can help to improve the efficiency of service innovation.This paper analyses the role of customers who are involved in service innovation and the characteristics of customer involvement.Then through visiting some customers who are involved in service innovation process,this paper gets four basic customer types,and finally draws the conclusion.