服务企业顾客知识转移对服务创新绩效的影响研究

发布时间：2018-04-19 22:39

本文选题：服务企业 + 顾客知识转移　；参考：《南京财经大学》2014年硕士论文

【摘要】：服务业作为我国产业中不可缺少的一部分,它的进步有利于带动其他产业的发展。服务企业主要是以顾客为中心,与顾客合作,重视顾客的需求,从而充分了解顾客所拥有的知识和意向。考虑顾客的意见和建议并加以利用是提高服务企业产品质量的一个关键环节,从而在竞争中占有很大的市场份额。在知识经济时代,产品的寿命缩短,成本增幅范围不大,同一行业中的竞争者要想获得价格优势和质量优势比较困难,因此将竞争的焦点转化到服务上是一个很好的途径。同时,产品的同质化越来越凸显,顾客的期望是不断变化的,因此,很多服务企业主要以服务创新为核心来建立营销战略,实现服务产品的差异化,最终扩大消费者的需求。本文主要是研究服务企业顾客知识转移对服务创新绩效的影响,首先在很多文献的基础上,进行深入地思考和调查,得出了各自的定义,重点阐述了顾客知识转移与服务创新绩效之间的内外在关系。构建了两者之间的理论模型,并对影响顾客知识转移的知识粘滞、信任程度、合作意愿以及顾客知识转移、服务创新绩效做出了测度,提出了假设,为了验证这几个假设采取了发问卷的方式,将得到的数据运用SPSS进行了处理,最终得出顾客知识粘滞与顾客知识转移负相关,顾客信任程度、合作意愿与顾客知识转移正相关,顾客知识转移通过顾客知识共享影响服务创新绩效。通过本文的阐述,为服务企业的创新提供了理论上的指导,和以前学者相比,主要的不同之处在于建立了顾客知识—顾客知识转移—服务创新绩效的模型,证明了顾客知识转移有利于推动服务创新,在服务创新过程中起着非常重要的作用。同时,有利于服务企业在生产与销售产品的过程中增强服务意识,提高创新思维,最终提高服务创新绩效。
[Abstract]:Service industry is an indispensable part of Chinese industry, its progress is conducive to the development of other industries. Service enterprises are mainly customer-centered, cooperate with customers, attach importance to customer needs, and fully understand the knowledge and intention of customers. It is a key link to improve the product quality of service enterprises to consider the opinions and suggestions of customers and make use of them, thus occupying a large market share in the competition. In the era of knowledge economy, the life span of products is shortened and the scope of cost increase is not large. It is difficult for competitors in the same industry to obtain price advantage and quality advantage, so it is a good way to transfer the focus of competition to service. At the same time, the homogeneity of products is becoming more and more prominent, customer expectations are constantly changing, therefore, many service enterprises mainly take service innovation as the core to establish marketing strategy, achieve the differentiation of service products, and ultimately expand consumer demand. This paper mainly studies the influence of customer knowledge transfer on service innovation performance in service enterprises. Firstly, on the basis of a lot of literature, it makes a deep thinking and investigation, and comes to their respective definitions. The relationship between customer knowledge transfer and service innovation performance is emphasized. The theoretical model between them is constructed, and the knowledge viscosity, the degree of trust, the willingness to cooperate, the customer knowledge transfer and the performance of service innovation which affect the customer knowledge transfer are measured, and the hypothesis is put forward. In order to verify these hypotheses, the data are processed by SPSS. Finally, the customer knowledge viscosity is negatively correlated with customer knowledge transfer, the degree of customer trust and the willingness to cooperate are positively correlated with customer knowledge transfer. Customer knowledge transfer affects service innovation performance through customer knowledge sharing. Through the elaboration of this paper, it provides theoretical guidance for the innovation of service enterprises. Compared with previous scholars, the main difference is that the model of customer knowledge, customer knowledge transfer and service innovation performance is established. It is proved that customer knowledge transfer is beneficial to service innovation and plays an important role in service innovation process. At the same time, it is helpful for service enterprises to enhance service consciousness, improve innovative thinking and ultimately improve service innovation performance in the process of producing and selling products.
【学位授予单位】：南京财经大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.5;F719

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