基于顾客企业交互视角的会展业服务创新模型研究

The Service Innovation Model Research in Conference and Exhibition Industry-based on the Interactive Analysis between Customers and the Enterprises

会展活动具有生产和交付同步完成的特性,顾客在市场中的角色已由产品与服务的被动接受者上升为企业生产与服务的参与者,该文以会展业中顾客与企业的交互行为对服务创新所产生的影响为研究对象,论述了会展业中顾客-企业交互行为发生的原因、环节和机理,探究了知识转移在顾客-企业交互作用中对会展业服务创新过程的影响,构建了会展业顾客-企业交互视角下的服务创新模型,为会展业服务创新提出发展方向与对策。

Production and delivery completed at the same time is a characteristic in the exhibition activities. These days, customers are no longer the passive recipients of products and services, they have already been the participator. In this paper, we will regard the interactive behavior’s impact on service innovation as the research object. Disscussing the reason, link and mechanism triggered the interaction in the exhibition industry. Exploring the influence of knowledge transfer in the service innovation, and then we will construct a model based on the interaction between the enterprise and customers, which purpose is forming some countermeasures in the service innovation for the exhibition industry.