Service innovation has become an essential element for firms to promote their business successes, attract new customers, accelerate growth, and increase profitability. Service innovation requires customers to be more deeply involved in service product innovation. Yet, few empirical studies have examined the business outcomes of customer involvement in service innovation. There has been a lack of convincing arguments for firms to improve their service innovation performance by enhancing their internal knowledge absorptive capacity or their external relationship learning. To fill these research gaps, the current work explores the internal mechanisms and contextual conditions of the relationship between customer involvement in service innovation and firms’ service innovation performance. Our findings suggest that (1) higher degrees of customer involvement in service innovation significantly contribute to the improvement of service innovation performance, (2) relationship learning plays a mediating role in the link between customer involvement in service innovation and service innovation performance, (3) greater knowledge absorptive capacity substantially increases the impact of customer involvement in service innovation on relationship learning, and (4) greater knowledge absorptive capacity significantly increases the indirect effects of customer involvement in service innovation on service innovation performance via relationship learning. Drawing on both service-dominant logic (SDL) and resource dependence theory (RDT), our findings contribute to the literature on service innovation for both manufacturing and service sector firms by revealing that the improvement of service innovation performance requires a full understanding not only of customer involvement but also of internal and external organizational learning capacities.

服务创新已成为企业促进业务成功、吸引新客户、加速增长和提高盈利能力的基本要素。服务创新要求客户更深入地参与服务产品创新。然而，很少有实证研究检验了客户参与服务创新的业务成果。企业通过提高内部知识吸收能力或外部关系学习来提高服务创新绩效的论据缺乏令人信服的论据。为了填补这些研究空白，目前的工作探索了客户参与服务创新与企业服务创新绩效之间关系的内部机制和背景条件。我们的研究结果表明 (1) 更高程度的客户参与服务创新显着有助于提高服务创新绩效，(2) 关系学习在客户参与服务创新与服务创新绩效之间的联系中起中介作用，(3) ）更大的知识吸收能力显着增加了客户参与服务创新对关系学习的影响，以及（4）更大的知识吸收能力显着增加了客户参与服务创新通过关系学习对服务创新绩效的间接影响。借鉴服务主导逻辑（SDL）和资源依赖理论（RDT），