中文摘要：

在现代服务创新中,越来越多的创新参与者,包括顾客、供应商、员工和管理者等都参与其中,这种多主体参与的服务创新模式在实践中越来越受企业所采用。本文在探讨该创新模式内涵的基础上,提出多主体参与的服务创新是一种基于服务特征导向的创新模式,是一种以企业为主导的资源内向整合的开放式创新活动。在对该模式的管理实践中,IBM公司取得了较好的效果。本文通过对IBM公司的案例研究,发现IBM公司在对多主体参与的服务创新管理中,其成功之处主要在于有效调动各种创新资源参与创新的积极性、正确引导和管理参与者在创新中的行为、充分发挥网络虚拟组织在创新中的作用等方面,但同时也存在管理难度和成本较大等问题。本文的研究为提升现代服务企业创新能力和管理水平,促进采取更高效的服务创新模式提供了理论依据和启示借鉴。

英文摘要：

In the modern service innovation,more and more participators including customers,suppliers,staff and managers take part in it.This service innovation with multi-participators model is adopted by more and more companies in practice.This paper explores the conception of service innovation with multi-participator,and indicates that service innovation with multi-participators is an innovation model based on service characteristic conducted and an opening innovation activity with resource integrated inward by company.In the practice of this model management,IBM was successful.Through studying the case of IBM,this paper finds the success of IBM includes mobilizing fully the activity of diverse innovation resource,conducting and managing correctly the behavior of participators and making good use of the virtual internet organization in innovation,as well as the insufficiency of more difficulty and cost of management.This paper provides theory foundation and lessons for modern service company to improve innovation ability and management,and adopt the more effective innovation model.