Service Quality and Digital Technology Innovation in Chinese SMEs: The Moderating Role of Human-AI Collaboration – a SERVQUAL-Based Study

This study investigates the relationship between service quality and digital technology innovation in Chinese Small and Medium-sized Enterprises (SMEs), with Human-AI collaboration as a moderating variable. Using the SERVQUAL framework, we collected data from 278 technology oriented SMEs across China's major economic regions. Structural equation modeling reveals that service quality significantly influences digital technology innovation capabilities (β = 0.426, p < 0.001). Furthermore, the degree of Human-AI collaboration positively moderates this relationship (β = 0.217, p < 0.01), amplifying the positive effects of service quality on innovation outcomes. The findings suggest that Chinese SMEs can enhance their innovation performance by simultaneously improving service quality dimensions and strategically implementing Human-AI collaborative systems. This study contributes to the emerging literature on service-innovation linkages in the context of digital transformation and provides actionable insights for SME managers navigating the rapidly evolving technological landscape in China.