知识经济背景下，企业管理者逐渐认识到提升创新绩效需要打破组织边界从外部获 取知识、技术等资源，而顾客作为新服务开发（NSD）的重要外部主体之一，积极参与 NSD活动成为获取客户知识的有效途径，但目前关于顾客参与对NSD绩效影响的研究 还存在分歧。因此，需进一步探讨顾客参与影响NSD绩效的具体作用机制。 基于此，本研究在探讨顾客参与、知识整合、吸收能力与NSD绩效之间关系的理 论基础上，提出假设、构建模型，并通过大样本问卷调查实证分析了顾客参与对NSD 绩效的作用机理，重点分析了知识整合的中介作用和吸收能力的调节效应。研究发现： 顾客参与对知识整合和NSD绩效均具有显著正向影响；知识整合在顾客参与和NSD绩 效之间具有中介作用；吸收能力在顾客参与和知识整合关系之间具有正向调节作用，同 时还增强了知识整合在顾客参与和NSD绩效之间的中介作用，即存在有调节的中介效 应，但吸收能力对顾客参与和NSD绩效之间关系的调节作用不显著。本研究从知识管 理视角切入，将顾客参与NSD活动与企业绩效联系起来，研究结果不仅对顾客参与、 NSD绩效及知识整合和吸收能力之间关系的深入研究具有重要理论启示，而且为我国服 务企业有效管理NSD活动，利用顾客参与来获取顾客知识、进而引导服务企业成功创 新提供理论与实践指导。 关键词：顾客参与；知识整合；吸收能力；新服务开发绩效 研究类型：应用研究 ABSTRACT Under the background of the knowledge economy, business managers have gradually realized that improving innovation performance requires breaking organizational boundaries to obtain knowledge, technology and other resources from the outside. As one of the important external subjects of new service development (NSD), customers actively participate in NSD activities become an effective way to acquire customer knowledge. However, there are still divergent studies on the effect of customer participation on NSD performance. Therefore, it is necessary to further exploration of the specific mechanism of customer participation affecting NSD performance. In view of this, this research proposes research hypotheses and constructs theoretical models based on the theoretical basis of exploring the relationship between customer participation, knowledge integration, absorptive capacity and NSD performance. Taking service-oriented enterprises as the research object, this paper empirically studied the influence of customer participation on NSD performance, and emphatically analyzed the mediating role of knowledge integration and the moderating effect of absorptive capacity. The results show that customer participation has a significant positive effect on knowledge integration and NSD performance; Knowledge integration has mediating effect between customer participation and NSD performance; Absorptive capacity positively moderates the relationship between customer participation and knowledge integration, and it also enhances the mediating effect of knowledge integration between customer participation and NSD performance, that is, there is a moderated mediation effect, but has no significant moderating effect on customer participation and NSD performance. From the perspective of knowledge management, this study links customer participation with NSD performance, and the research results not only have important theoretical implications for the in-depth study of customer participation, NSD performance, knowledge integration and absorptive capacity, but also have practical guiding significance for Chinese service enterprises to effectively manage NSD activities and improve their service innovation ability. Key words: customer participation; knowledge integration; absorptive capacity; new service development Study type: Application research 目 录 I 目 录 1 绪论 ...................................................................................................................................1 1.1 研究背景与意义 .............................................................................................................1 1.1.1 研究背景 ......................................................................................................................1 1.1.2 研究意义 ......................................................................................................................1 1.2 研究目的与内容 .............................................................................................................3 1.3 研究方法与技术路线......................................................................................................4 1.3.1 研究方法 ......................................................................................................................4 1.3.2 技术路线 ......................................................................................................................5 1.4 本研究创新点 .................................................................................................................5 2 国内外研究现状综述 ........................................................................................................7 2.1 顾客参与相关研究 .........................................................................................................7 2.1.1 顾客参与的内涵及其发展 ...........................................................................................7 2.1.2 顾客参与的维度 ..........................................................................................................7 2.1.3 顾客参与新服务开发（NSD）的驱动因素 ................................................................8 2.1.4 顾客参与NSD活动的影响 ....................................................................................... 10 2.2 知识整合 ....................................................................................................................... 12 2.2.1 知识整合的概念 ........................................................................................................ 12 2.2.2 知识整合相关研究综述 ............................................................................................. 13 2.3 吸收能力 ....................................................................................................................... 14 2.3.1 吸收能力的概念 ........................................................................................................ 14 2.3.2 吸收能力的相关研究综述 ......................................................................................... 15 2.4 NSD绩效 ....................................................................................................................... 16 2.5 现有研究的学术贡献与不足 ........................................................................................ 16 3 研究假设与理论模型 ...................................................................................................... 18 3.1 研究假设的提出 ........................................................................................................... 18 3.1.1 顾客参与和NSD绩效 ............................................................................................... 18 3.1.2 顾客参与和知识整合 ................................................................................................. 19 3.1.3 知识整合和NSD绩效 ............................................................................................... 19 3.1.4 知识整合的中介作用 ................................................................................................. 20 3.1.5 吸收能力的调节效应 ................................................................................................. 20 武汉纺织大学硕士学位论文 II 3.2 理论模型的构建 ........................................................................................................... 22 3.3 量表的开发及指标说明 ................................................................................................ 23 4 基于服务企业的实证研究 ............................................................................................... 25 4.1 问卷设计与数据收集.................................................................................................... 25 4.1.1 问卷设计 ....................................................................................................