知识密集服务企业-顾客交互创新机制——服务主导逻辑视角下的多案例研究

发布时间：2018-08-22 07:40

【摘要】：文章基于服务主导逻辑理论,对知识密集服务企业-顾客交互创新机制进行了研究,通过采用多案例研究的方法,经案例选择、数据收集及数据分析与结果讨论,对四个知识密集服务开发项目的服务创新过程进行深入剖析,识别了知识密集服务企业-顾客交互结构维与过程维,结合规则正式化、决策集体化、资源共享和任务协作四大核心要素,构建起"知识密集服务企业-顾客交互—顾客知识整合—新服务开发绩效"内在关系的六个研究命题,得出了知识密集服务企业-顾客交互影响新服务开发绩效是通过顾客技术知识整合和顾客情景知识整合两条路径共同实现的基本结论,从而在理论上丰富了基于服务主导逻辑解释企业-顾客交互创新机制的相关研究,是对共同创造范式下的创新管理规律的有益探索。
[Abstract]:Based on the theory of service-oriented logic, this paper studies the innovation mechanism of knowledge-intensive service enterprise-customer interaction. Through the method of multi-case study, case selection, data collection, data analysis and results are discussed. This paper analyzes the service innovation process of four knowledge-intensive service development projects, identifies the dimension of knowledge-intensive service enterprise-customer interaction structure and process dimension, formalizes the rules, and makes decision collectivization. The four core elements of resource sharing and task collaboration construct six research propositions of the inherent relationship between "knowledge-intensive service enterprise-customer interaction-customer knowledge integration-performance of new service development". It is concluded that the performance of new service development is influenced by knowledge intensive service enterprise-customer interaction, which is realized through two paths: customer technical knowledge integration and customer situational knowledge integration. Therefore, it enriches the related research of enterprise-customer interaction innovation mechanism based on service-oriented logic in theory, and is a useful exploration of innovation management law under co-creation paradigm.
【作者单位】：重庆工商大学管理学院;
【基金】：国家自然科学基金青年项目(71603033) 重庆市教委科学技术研究项目(KJ1600632) 重庆工商大学高层次人才科研启动经费项目(1655007)
【分类号】：F274;F276.44

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