Providing new services to customers gives firms a competitive advantage in the market. Consequently, firms strive to develop innovative service that delivers new value propositions to customers and leads to customer satisfaction and the acquisition of new customers. The authors investigate the relationship between the innovative behavior of service providers, business customer performance, and business customer loyalty in the safety industry. The study's results show that technology-oriented and co-creation-oriented innovative behavior leads to business customer performance. Business customer performance is closely related to recommendations and re-contracts. Moreover, the degree of safety involvement has a moderate effect between service innovation and business customer performance. The findings have important theoretical and managerial implications for service innovation for researchers as well as service providers.

为客户提供新服务使公司在市场上具有竞争优势。因此，公司努力开发创新的服务，为客户提供新的价值主张，并提高客户满意度并吸引新客户。作者研究了安全行业中服务提供商的创新行为，业务客户绩效和业务客户忠诚度之间的关系。研究结果表明，面向技术和面向共同创造的创新行为可提高企业客户的绩效。商业客户绩效与建议和重新签订合同密切相关。此外，安全参与程度在服务创新和商业客户绩效之间具有适度的影响。