A model for the relationship between Customer Knowledge Management and Service Innovation Capability

In recent years, many service companies have strived to enhance their service innovation capability to survive in the high velocity market. There are different methods to enhance service innovation capability. Especially, customer knowledge development process always fosters service innovation success. From analyzing customer knowledge management and service innovation capability, this paper established a conceptual framwork for the relationship between Customer Knowledge Management and Service Innovation Capability. The proposed framwork enables service practitioners to successfully utilise knowledge for, about, from and co-create with customers to achieve superior performance in service innovation process. And through customer knowledge management, company’s innovation capability will increase. In the end, we put forward some suggestions for service innovation process and draw some useful conclusions. Meanwhile some suggestions were offered for the decision making of company’s service innovation process.