Variables

Dimensions

Items

Customer Interaction

joint

organization

In order to guide development of project, we establish relevant rules and procedures with customer

In order to deal with common problems, we establish relevant rules and procedures with customer

In order to promote development of project, we comply with relevant rules and procedures with customer

joint decision making

Important issues are discussed by core members sent by us and customer

There are fixed processes and mechanisms to help us reach a consensus with customer

When there are differences between two sides, we will negotiate with customer to resolve

resource sharing

During development of project, our company and customer often communicate technology that each other grasp

During development of project, our company and customer often communicate information that each other grasp

When necessary, our company and customer will provide external social resources for each other

task

collaboration

Our company and customer will do our best to contribute to project more effectively

Our company and customer will do our best to help and support each other’s work

Customer’s work is an important part of the whole development effort

Social Capital

longitudinal relationship

Our company maintains a good relationship with user

Our company maintains a good relationship with supplier

horizontal relationship

Our company maintains a good relationship with competitor

Our company maintains a good relationship with other companies

social

relationship

Our company maintains a good relationship with universities and research institutions

Our company maintains a good relationship with intermediary organizations

Our company maintains a good relationship with government departments

Our company maintains a good relationship with industry association

Our company maintains a good relationship with financial institutions

Our company maintains a good relationship with risk investment institutions

New Service Development Performance

financial performance

Market profits of service products we develop together with customer achieve or exceed expected target

Market rates of return on investment of service products we develop together with customer achieve or exceed expected target

Service products we develop together with customer achieve or exceed expected target of market sales

market performance

Completion speed of activities we develop together with customer is faster than industry average

Service products we develop together with customer occupy a relatively large market share in the industry

Service products we develop together with customer enhance competitiveness of the industry

customer performance

Service products we provide are more satisfying to customer than industry competitors

Customer loyalty to our company’s service products is very high