中文摘要：

顾客主导逻辑和组织吸收能力是企业在不断变化的商业环境中寻求竞争优势的新概念。基于顾客主导逻辑相关知识,探讨企业吸收能力对企业服务创新绩效的影响机制,以长三角地区现代服务型企业为调研对象,运用Mplus对构建的混合模型进行中介调节效应检验。实证结果表明,服务流程创新在组织吸收能力和企业服务创新绩效间具有部分中介作用,顾客导向在组织吸收能力通过服务流程创新影响企业服务创新绩效中发挥调节作用。鉴于此,建议现代服务型企业围绕顾客需求优化服务流程,注重对技术与高知人力资本的投资。

英文摘要：

Customer oriented logic and organizational absorptive capacity are the emerging concepts of enterprises seekingcompetitive advantage in the changing business environment. In this paper,based on the relevant knowledge of customer o-riented logic,discussing the influence mechanism of enterprisers absorptive capacity to enterpformance. We selected the Yangtze River Delta region of modern service enterprises as the research carried out the mediation effect test on the hybrid model. The results shows th a t ： service procestermediary role between in organizational absorptive capacity and enterprise service innovation performance,as well as the customer orientation as moderating role in the mixed model. And suggested that enterprise service process optimizationshould be according to customer demand; on the other hand enterprise should invest in non renewable resoutechnology and knowledge human capital.