服務主導邏輯的概念強調企業在進行服務創新時，應該將顧客的知識與技能轉換成公司的資源，一起共同創造價值。當公司在進行新服務發展時，公司透過整合顧客涉入活動的機制，創造公司內部與外部顧客間良好的互動過程，對於新服務的開發成功機率越高。
本研究建立一個分析內、外部顧客在新服務發展流程中涉入的架構，試圖描述出內、外部顧客在新服務發展流程中的互動與涉入機制。本研究利用專家訪談、相關文獻與次級資料的收集整理，並以新竹物流的偏遠地區果農行銷通路─梨山專案為個案研究，解釋內、外部顧客在專案中的涉入活動與機制，期望為物流業者在進行系統性新服務開發過程中，提供整合內、外部顧客的涉入活動與機制的參考。
研究發現業者在使用系統性新服務發展流程時，必須視其服務、產業本身的特性進行選擇與評估，在最有效益前提下，進行新服務開發所需的活動。在新服務發展流程中，在脈絡洞察以產生構想、服務設計與測試的活動中，內、外部顧客互動的強度較高，因此在此活動中除了利用訪談、觀察方式外，還可透過邀請外部顧客加入專案團隊的方式，內、外部顧客一起參與新服務的設計與驗證。
在探討新服務發展的過程中，發現服務發展團隊應試圖找出在目標客群的社會網絡中具有重要影響力的關鍵人物。這種類型的關鍵人物，與新服務之間並不會有直接的相關性，容易被忽略而不歸類於外部顧客中；但因這類型的外部顧客對目標客戶具有相當的瞭解與影響力，在新服務發展的過程，專案團隊成員可利用訪談或邀請他們參與會議討論等方式，獲取相關的資訊並幫助新服務的上市。

中文部分
洪世章、周婉婷（2010）「服務業整合式創新：台灣企業之比較個案研究」，科技管理學刊，15（1）：51-80。
郭建良，紀昭吟，葉惠娟(民99)，產業觀點下的服務創新發訪論v2.0。新竹縣竹東鎮：工研院產經中心。
經濟部(2012,10月5日)。服務業創造經濟及就業。創新樂活，第九期。2012年12月20日，http://gcis.nat.gov.tw/ebook/book-cont-201210.html。

英文部分
Alam, I.(2002),”An exploratory investigation of user involvement in new service development”, Academy of Marketing Science,30(3),pp.250-261.
Alam, I. (2006). “Removing the Fuzziness from the Fuzzy-End of Service Innovations through Customer Interactions”, Industrial Marketing Management , Vol.35(4):468–80.
Alam,I and C. Perry, (2002) "A customer-oriented new service development process", Journal of Services Marketing, Vol. 16 Iss: 6, pp.515 - 534
Ballantyne, David (2004) ‘ Dialogue and its Role in the Development of Relationship Specific Knowledge’ , Journal of Business and Industrial Marketing ,Vol.19(2): 114–123
Berry, L. L., Zeithaml, V. A., & Parasuraman, A.(1985),”Quality counts in services,too”,Business Horizon,May-Jun,pp.44-52.
Blazevic, Vera and Annouk Lievens ( 2008), ‘‘Managing Innovation Through Customer Coproduced Knowledge in Electronic Services: An Exploratory Study,’’ Journal of the Academy of Marketing Science, 36 (1), 138-151
Bitner, Mary Jo, Stephen W. Brown, and Matthew L. Meuter.( 2000), “Technology Infusion in Service Encounters.”Journal of the Academy of Marketing Science ,Vol. 28 ,p.p.138–149.
Booz, A. J., Allen B.C., & Hamilton, P. J.(1982),New product management for 1980’s.New York: Booz-Allen and Hamilton.
Bowers, M.(1986),”The new product development process: a suggested model for bank”, Journal of Retail Banking,8(1),pp.19-24.
Craig. A. and S. Hart. 1993. "Dimensions of Sueeess in New Product Development", in M.J.Baker led.). Ferspectivcs on Mtirkeiint; Maiuigcment. Vol.3, London: Wiley, pp.207-43.
Easingwood, C. J.(1986), “New Product Development for Service Companies,” Journal of Product Innovation Management, 3(4), pp.264-275.
Edgett, S. (1996), “The New Product Development Process for Commercial Financial Service”, Industrial Marketing Management, Vol.25, No.6, pp.507-515.
Edvardsson, Bo, Per Kristensson, Peter Magnusson, and Erik Sundstro¨m (2012),‘‘Customer Integration within Service Development -A Review of Methods and An Analysis of Insitu and ExsituContributions,’’ Technovation, 32 (7-8), 419-429.
Edvardsoon, B. and Matthing, J., Sanden, B., (2004). New Service Development: Learning from and with Customers. International Journal of Service Industry Management ,15 (5):479–98
Fang Eric (2008), “Customer Participation and the Trade-Off between New Product Innovativeness and Speed to Market,” Journal of Marketing, 72 (4), 90–104.
Fitzsimmons, James A. and Mona J. fitzsimmons(2000),New Service Development, creating memorable experiences, Saga Publication, Inc.
Gallouj and Weinstein, F. Gallouj, O. Weinstein.(1997)”Innovation in services”,Research Policy, Vol. 26, pp. 537–556
Froehle, C.M., Roth, A.V. (2007) "A resource-process framework of new service development", Production and Operations Management, Vol.16 No.2 pp169-88
Froehle, C. M., A. V. Roth R. B. Chase And C. A. Voss (2000), “Antecedents of New Service Development Effectiveness: An Exploratory Examination of Strategic Operations Choices,” Journal of Service Research, 3, 1, 3–17.
Griffin, A., 1997, “The effect of project and process characteristics on product development cycle time”, Journal of Marketing Research, Vol. 34, pp.24-35.
Griffin, A. and A,L, Page, 1996 'PDMA Success Measurement Project: Recommended Measures for Product Development Success and Failure", Journal of Product Innovation ManagementVol,l3, No,6, pp,478-96.
Gupta, A. K., & Wilemon, D. L. (1990),” Accelerating the development of technology-based new products” California Management Review, 32(2): 24-44
Hall, C.M., Williams, C.M., (2008), Tourism and Innovation‟, Routledge: London.
Hart. S,, 1996, "New Product Success: Measurement, Methodologies. Models and Myths". Paper Presented at Jrd Itinovution Munagement Conference. TL) Delft. April,
Jeroen P.J. de Jong and Patrick A.M. Vermeulen, (2003). Organizing Successful New Service Development: A Literature Review. Management Decision, Vol. 41 Iss: 9, pp.844 – 858.
Johne, A. and Storey, C., 1998, “New service development: a review of the literature and annotated bibliography”, European Journal of Marketing, Vol. 32, pp.184-251.
Johnson, Susan Paul, Larry J. Menor, Aleda V. Roth, and Richard B.Chase (2000), “A Critical Evaluation of the New Service Development Process: Integrating Service Innovation and Service Design,” in New Service Development: Creating Memorable Experiences, J. A. Fitzsimmons and M. J. Fitzsimmons, eds. Thousand Oaks, CA: Sage,1-32.
Kelly, D and C Storey (2000).”New service development: Initiation strategies.” International Journal of Service Industry Management, 11, 45–62.
Kelly Tom, Littman Jonathan.(2001) The Art of Innovation: Lessons in Creativity from IDEO, America’s Leading Design Firm.New York: Currency Books.
Kleyn, D., Kitney, R., Atun, R.A. (2007) "Partnership and innovation on the life sciences", International Journal of Innovation Management, Vol.11 No.2 pp323-47
Lusch, R.F., Vargo, S.L. (2006) "Service-dominant logic: reactions, reflections and refinements", Marketing Theory, Vol.6 No.3 pp281-8
Lusch, R F., S.L. Vargo and M. Tanniru.(2010).” Service, Value Networks and Learning,” Journal of the Academy of Marketing Science,Vol. (38), pp. 19-31.
Mansury, M.A. and Love, J.H. 2008. Innovation, productivity, and growth in the US business services: a firm-level Analysis. Technovation 28(1) 52–62.
Martin Jr, CR and DA Horne (1993). Services innovation: Successful versus unsuccessful firms. International Journal of Service Industry Management, 4, 49–65.
Martin, C.R. Jr and Horne, D.A. (1995), “Level of success inputs for service innovations in the same firm”, International Journal of Service Industry Management, Vol. 6, No. 4, pp. 40-56.
Menor, L. J. (2000), “New Service Development Competence and Performance.” Ph.D. Dissertation, University of North Carolina at Chapel Hill.
Menor, L. J., Tatikonda, M. V. and Sampson, S. E., 2002, “New service development: areas for exploitation and exploration”, Journal of Operations Management, Vol. 20, pp.135-157.
Menor L J,Roth A V.(2008), New service development competence and performance: an empirical investigation in retail banking. Production and Operations Management,2008,17(3):267-284.
Meyer, M. H. and A. DeTore (1999), “Product Development for Services,” Academy of Management Executive, 13 (3), 64-76.
Narver,J.C and Stanley F Slater, Douglas L MacLachlan.(2004),“Responsive and proactive market orientation and new product success”J Prod Innov Manag, Vol.21 (5), pp. 334–347
OECD(2012), OECD Factbook 2012：Economic, Environmental and Social
Statistics.
Ordanini Andrea, Parasuraman A.(2011), “Service Innovation Viewed through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis,”Journal of Service Research, 14 (1), 3–23.
Plé, L. (2006) "Managing multichannel coordination in retail banking: the influence of customer participation", International Journal of Bank Marketing, Vol.24 No.5 pp327-45
Prahalad, C.K., Ramaswamy, V. (2000) "Co-opting customer competence", Harvard Business Review, Vol.78 No.1 pp79-87
Scheuing, E.E. and Johnson, E.M.(1989),”A proposed model for new service development”, Journal of Services Marketing, 3(2),pp.25-34.
Song, L.z., Song, M., Di Benedetto, C.A.(2009), “A Staged Service Innovation Model”, Decision Sci, Vol.40 (3),pp. 571-599.
Storey C, Easingwood C.(1999) ,”Types of new product performance: Evidence from the consumer financial services sector”, Journal of Business Research ,vol.46:193–203.
Storey, C. and D. Kelly(2001), “Measuring the Performance of New Service Development Activities,” The Service Industries Journal, 21(2), 2001: 71-90.
Sundbo, J (1997). Management of innovation in services. The Service Industries Journal, 17, 432–455.
Tax, S. S. and I. Stuart (1997), “Designing and Implementing New Services: The Challenges of Integrating Service Systems,” Journal of Retailing, 73, 105-135
Teece, D. J. (1986). 'Profiting from technological innovation', Research Policy, 15(6), pp.285-305
Ulrich,K.t and D.J. Ellison.(2005),”Beyond make–buy: internalization and integration of design and production”,Production and Operations Management, 14 (3) (2005), pp. 315–331
Vargo, Stephen L. and Robert F. Lusch (2004), “Evolving to a New Dominant Logic for Marketing,” Journal of Marketing, 69 (January), 1-17.
Verganti, R., Buganza, T. (2005) "Design inertia: designing for life-cycle flexibility in internet-based services", Journal of Product Innovation Management;Vol.22 pp223-37.
Zeithaml, V. A., & Bitner, M. J. (2003). Services marketing: Integrating customer focus across the firm (3rd ed.). New York: McGraw-Hill