服務創新逐漸受到企業重視，但其以價值交換為核心之特性，使企業難以利用傳統之產品創新方式推動服務創新。為了適切地了解市場需求，將顧客納入創新服務發展過程中共創價值實為必要；且須同時包含企業夥伴參與其中，以補強企業內部能力之不足。於此過程中，企業需建立以資訊科技應用經驗來將外部參與轉化為內部智慧，方能事半功倍。故本研究以服務主導邏輯貫穿其中，融合顧客參與及企業夥伴參與於創新服務發展之中，並探討外部參與如何透過服務創新投入進而影響服務創新績效，以及資訊科技應用經驗是否能強化外部參與對於服務創新投入之影響。
本研究利用次級問卷資料，分析台灣九大產業共543筆樣本之服務創新投入現況，於實證分析中發現顧客參與及企業夥伴參與確實會透過服務創新投入對服務創新績效產生正向影響。但資訊科技應用經驗對於企業夥伴參與及服務創新投入之間調節效果不顯著，此仍有待後續探索。資訊科技應用經驗僅對於顧客參與及服務創新投入有調節效果，可於企業受限於低度顧客參與時，藉由增強資訊科技應用經驗來加強對服務創新投入之影響。

Recently, more and more companies are paying their attention on service innovation. The concept of value exchange, which is the also core trait of service innovation, is totally different than the traditional way that companies used to improve their products. In order to fully understand the market condition, it is necessary to have customers and partners involved within new service development. Hence, companies need to build up their own IT experience that can transform external information into internalized knowledge which could be shared within the organization. This paper focus on how to combine customer and partner involvement with service innovation, and discovering how these involvement affect the service innovation mediated by service innovation input, also to find out whether IT experience will reinforce the effectiveness of the customer and partner involvement on service innovation input.
an with 543 samples. Through empirical studies, which have also discovered that customer and partner involvement indeed will have positive effect to service innovation results. But the study had also revealed that IT experience, which is a moderator between partner involvement and service innovation input, is not statistically significant and still requires further studies; When IT experience took place as a modulator between customer involvement and service innovation input, the result is significant and could explain how companies increase their service innovation input, by enhancing their IT experience when they are constraint to low customer involvement conditions

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