顾客参与对商业银行服务创新绩效的影响研究

发布时间：2018-06-06 09:29

本文选题：顾客参与 + 知识转移　；参考：《华中科技大学》2012年硕士论文

【摘要】：20世纪90年代，在全球经济一体化及信息科技的推动下，全球产业结构发生了重大变化，即经济结构从“工业型”转向了“服务型”。近十年来，全球的“服务型经济”已慢慢地由“传统型”转变为“知识密集型”，许多知识密集型服务业已发展为服务业的中坚产业，比如金融服务、高科技研发服务等。本文选取银行业这种典型的知识密集型行业为研究对象，分析顾客参与对银行业服务创新的影响。本文从国内外相关文献研究出发，，从顾客参与的四个维度分析顾客参与对商业银行服务创新绩效的影响，并以顾客知识转移作为中介变量提出本研究的假设模型。本文主要针对湖北地区的商业银行进行问卷发放，并对搜集的数据运用SPSS进行处理分析。实证结果得出以下结论：（1）在顾客参与商业银行服务创新的过程中，顾客参与的各个维度均对顾客知识转移有正向的影响，只是影响的程度不一样；（2）作为中介变量的顾客知识转移能够很好的促进商业银行的服务创新；（3）因为将顾客知识转移作为了中介变量，顾客参与行为能够通过这个中间变量对服务创新绩效产生积极的影响，即顾客参与与顾客知识转移、顾客知识转移与服务创新绩效之间均有正向的影响。最后在实证研究结果的基础上对商业银行服务创新提出了相关了建议。
[Abstract]:In the 1990s, with the promotion of global economic integration and information technology, the global industrial structure has undergone great changes, that is, the economic structure has changed from "industrial" to "service-oriented". In the past decade, the global "service-oriented economy" has gradually changed from "traditional" to "knowledge-intensive". Many knowledge-intensive services have developed into the backbone of service industries, such as financial services, high-tech R & D services and so on. This paper chooses the banking industry as a typical knowledge-intensive industry to analyze the impact of customer participation on banking service innovation. This paper analyzes the impact of customer participation on the service innovation performance of commercial banks from the four dimensions of customer participation and puts forward a hypothetical model based on customer knowledge transfer as an intermediary variable. This paper mainly aims at the commercial banks in Hubei province to issue questionnaires, and uses SPSS to process and analyze the collected data. The empirical results show that: 1) in the process of customer participation in commercial bank service innovation, each dimension of customer participation has a positive impact on customer knowledge transfer. However, the degree of influence is different. (2) customer knowledge transfer as an intermediary variable can well promote the service innovation of commercial banks, because customer knowledge transfer is regarded as an intermediary variable. Customer participation behavior can have a positive impact on service innovation performance through this intermediate variable, that is, customer participation and customer knowledge transfer, customer knowledge transfer and service innovation performance have a positive impact. Finally, on the basis of empirical research results, the paper puts forward some suggestions on commercial bank service innovation.
【学位授予单位】：华中科技大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F832.33

【参考文献】