Abstract
Recently, more and more companies are paying their attention on service innovation. The concept of value exchange, which is the also core trait of service innovation, is totally different than the traditional way that companies used to improve their products. In order to fully understand the market condition, it is necessary to have customers and partners involved within new service development. Hence, companies need to build up their own IT experience that can transform external information into internalized knowledge which could be shared within the organization. This paper focus on how to combine customer and partner involvement with service innovation, and discovering how these involvement affect the service innovation mediated by service innovation input, also to find out whether IT experience will reinforce the effectiveness of the customer and partner involvement on service innovation input. an with 543 samples. Through empirical studies, which have also discovered that customer and partner involvement indeed will have positive effect to service innovation results. But the study had also revealed that IT experience, which is a moderator between partner involvement and service innovation input, is not statistically significant and still requires further studies; When IT experience took place as a modulator between customer involvement and service innovation input, the result is significant and could explain how companies increase their service innovation input, by enhancing their IT experience when they are constraint to low customer involvement conditions