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Abstract In the postmodern society, the service economy is more and more important in economic progress and employment. With the increased competition, service companies need to develop new service constantly in order to gain competitive advantages. The role of customer involvement in the new service development is emphasized to improve the success of new service development. Customers' knowledge transfer capacity and willingness have positive impacts, and can be seen as the customer human capital. Based on the literature review, this paper analyzes the relationship between customer involvement in service innovation and knowledge transfer, and develops a theoretical model focusing on the mediating mechanism of customer human capital so as to explore the internal mechanism of the relationship between customer involvement and knowledge transfer. Finally, the paper points out the limitation and future research directions.
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Received: 14 September 2009
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2010, Vol. 1 
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