物流服务企业客户服务创新感知

发布时间：2018-04-14 06:22

本文选题：物流服务 + 服务创新　；参考：《企业经济》2017年05期

【摘要】：构建了物流服务企业客户的服务创新感知模型,运用层级回归法分析了客户服务创新感知包括创新理念、创新技术、创新文化、创新环境、关系强度、客户参与创新,对客户合作绩效(包括客户满意度与创新绩效)的影响,以及胜任感在客户服务创新感知与客户合作绩效中的调节作用。运用模糊集定性比较分析法验证分析了创新环境、关系强度与创新绩效之间的复杂非线性关系。研究表明,客户服务创新感知对客户满意度具有显著影响,创新理念、创新技术、创新文化、客户参与创新行为对创新绩效具有显著影响,创新环境和关系强度共同作用于创新绩效。物流企业应正确看待客户服务创新感知,对其创新体验/活动进行有效管理,重视信息/知识共享机制的建立。
[Abstract]:The construction of service innovation of logistics service enterprise customer perception model, using hierarchical regression method to analyze the customer service innovation awareness includes the concept of innovation, technology innovation, innovation culture, innovation environment, relationship strength, customer involvement in innovation, customer cooperation performance (including customer satisfaction and innovation performance impact, and competence) Regulation on the client cooperate with customer perception service innovation performance. Using fuzzy qualitative comparative analysis demonstrates the innovation environment, the complex nonlinear relationship between strength and innovation performance. The research shows that has a significant impact on customer satisfaction perceived customer service innovation innovative concept, innovative technology, innovative culture, customer participation has significant innovation behavior influence on innovation performance, the interaction of innovation environment and innovation performance. The strength of relationship in logistics enterprises should correctly treat customer service innovation Perception, effective management of its innovative experiences / activities, and the establishment of information / knowledge sharing mechanism.

【作者单位】：中南林业科技大学交通运输与物流学院;
【基金】：湖南省哲学社会科学基金项目“基于服务主导逻辑的第三方物流企业顾客感知模型研究”(项目编号:z15YBA389) 湖南省教育厅科学研究优秀青年项目“供给侧改革下物流业客户异质性需求与服务创新模式研究”(项目编号:16B284) 中南林业科技大学引进高层次人才科研启动基金“基于服务主导逻辑的第三方物流企业客户行为影响因素及作用机理研究”(项目编号:2015YJ022)
【分类号】：F259.23;F274

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