中文摘要：

服务创新过程中如何充分有效地利用企业内外部创新主体是服务企业面临的重要课题。本文在对相关文献进行回顾与分析的基础上提出了服务创新过程中员工、顾客、供应商等多主体参与和顾客满意度之间关系的理论假设模型。采用实证研究的方法,进行问卷调查并进行结构方程分析,得出结果包括：顾客参与对员工参与、供应商参与有直接正向影响;供应商参与对员工参与有直接正向影响;顾客参与、供应商参与对顾客满意度有直接正向影响;员工参与对顾客满意度并没有直接影响。发现了员工参与、顾客参与、供应商参与及顾客满意度的综合影响机制,并得到一些启示。

英文摘要：

How to use the innovation subjects around the organization in service innovation process is an important issue that a service organization faces. Based on the correlative theoretical research on multi - participators and customer satisfaction, a hypothesis model about these variables is proposed. By Empirical Research, the data obtained via questionnaire are analyzed by structure equations modeling （SEM）. The results of this study include ： customer participation has positive impact on employee participation and supplier participation; supplier participation has positive impact on employee participation; customer participation and supplier participation have positive impact on customer satisfaction; but employee participation has no direct impact on customer satisfaction. This paper found the comprehensive effect mechanism of multi - participators and customer satisfaction, and then some suggestions are proposed.