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中文摘要：
通过服务创新获取竞争优势是众多企业面临的重要课题。构建了服务创新系统模型，根据服务创新的驱动力因素把服务创新分为新服务驱动、技术驱动与顾客驱动三大类，并分析这三类服务创新模式下企业的竞争优势情况。重点研究了顾客驱动因素下企业在接触界面、文化和集成三个维度方面的服务创新及其竞争优势，认为未来服务企业的创新战略应从占领要素转向锁定顾客。
英文摘要：
How to get competition advantage by service innovation is an important topic for many enterprises. This research builds service innovation system model and takes service innovation all-riding into the new service, technology and customers based on different driven force factors, with competitive advantage of each analyzed. It mainly demonstrates that enterprise possibly to lock the customer and to obtain the competitive advantage based on three type service innovation including customer contact surface, culture and in- tegrates driven by customers. The service company＇s competitive strategy should pay attention to customer lock-in rather than essential factor occupation.
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