Enhancing Service Innovation Performance through Customer Involvement: The Mediating Role of Knowledge Sharing and Organisational Learning in Financial Service Companies in Guangdong

Abstract

This paper focuses on the knowledge-intensive financial service enterprises in Guangdong province as the research object, with the key objective of studying how customer participation can enhance innovation performance in knowledge-intensive service industry, and by integrating social learning theory, knowledge-based view theory, and trust theory. The research reveals the essential characteristics of innovation in knowledge-intensive service industry, designs relevant scales for customer participation in knowledge-intensive service innovation, and explores the impact mechanism and operation mechanism of customer participation on innovation performance in knowledge-intensive financial service industry. This paper proposes a theoretical framework for the impact of customer participation on innovation performance and achieves innovative research results in several aspects.