員工在通過專業網絡聯繫與客戶接觸是最適合將外部知識和見解轉移到公司的媒介。從服務主導邏輯和服務創新文獻觀點，員工和客戶皆被視為企業可以用來開發更多創新知識和技能從而獲得競爭優勢的資源。然而，過去研究關於賦予員工參與公司創新的組織並不多，這會是一個值得進行深入研究的議題。本研究採用2013年服務創新準備度調查，樣本包含8個服務別類中的台灣247家服務公司，檢驗了企業員工和客戶參與在服務發展項目中的作用與服務創新績效。本研究指出企業的創業導向（EO）和創新導向的人力資源管理實踐（IOHRM）是授權員工參與服務創新項目所必需的兩個先前條件。研究結果證實了所提出的研究假設，即EO和IOHRM對員工參與具有積極影響，從而加強服務創新績效。客戶參與提高了組織運營的質量，有助於公司的服務創新績效。 令人驚訝的是，客戶參與不會影響員工參與和服務創新績效之間的路徑。 在分析了客戶參與的模式和強度後，本研究得出結論，在這種情況下，客戶只是一個信息提供者，導致他們在此環節中對公司的創新績效無法有顯著貢獻。

Employees of different functional groups, through their professional network affiliations and service encounter with customers, are at the privileged position to transfer external knowledge and insights into the firm. Anchored in the perspective of the service-dominant logic and service innovation literature, employees and customers are regarded as operant resources that firms can use to develop more innovative knowledge and skills and thus gain competitive advantage. However, organizational conditions that empower employee to participate in the firm’s innovation projects is less studied and deserves more investigation. Using 247 sample of service firms across eight service sectors in Taiwan from a service innovation survey conducted in 2013, this study examines the role of corporate employee and customer participation play in the service development project that leads to service innovation performance. My investigation began by alluding that the entrepreneurial orientation (EO) of the firm and the innovation-oriented human resource management practices (IOHRM) are the two conditions necessary to empower employees to participate in the service innovation projects. Results confirm my hypothesis that both EO and IOHRM have a positive effect on employee participation, which in turn strengthen service innovation performance. Customer participation relates positively to service innovation performance but its hypothesized moderation of employee participation was not confirmed. The paper then discuss the contributions and implications of the findings and conclude with the study’s limitations and directions for further research.

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