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The relation of customer participation, knowledge transfer and enterprise service innovation under the service recovery background

Xie Fenghua, Yang Qinxuan

In the process of exploring the nature of "the Service Recovery Paradox ", scholars find the degree of interaction in the process of service recovery on customers and enterprises directly determines the effect of service recovery, which is one of the important effect is service innovation. The paper studied the relationship under the service recovery background between customer participation, knowledge transfer and enterprise service innovation, and built a model.