组织学习对新服务开发绩效的影响机制研究

发布时间：2018-06-13 11:21

本文选题：知识密集型服务业 + 组织学习　；参考：《华中师范大学》2013年硕士论文

【摘要】：随着服务经济时代的到来,服务业已经成为国民经济的主导产业,其发展状况是衡量一个国家或地区产业结构层次与经济发展水平的重要标志。在全球经济结构调整和我国工业发展方式转变的大背景下,如何应对国内外竞争环境,提升我国服务业的核心竞争力,成为我国服务业亟须解决的首要问题。面对我国服务业竞争加剧的现状,服务型企业必须不断改进和更新服务概念或服务提供系统,从而使服务创新成为服务运管管理的核心。新服务开发是服务型企业根据整体战略及创新战略,在企业内部要素和外部环境的共同推动下,通过对服务概念、服务提交系统、服务提交界面或服务支撑技术的创新,向客户提供全新或改进服务的正式或非正式的开发活动。为了满意客户日益多变的需求,新服务开发成为了服务型企业运营管理的核心。创新管理研究表明,提高服务创新性是满足不断变化的客户需求与获得竞争优势的重要保障。组织学习的研究表明,以知识创造、分配和使用的组织学习是影响创新绩效的重要因素。组织学习和服务创新性均能够影响服务创新绩效,但是目前对组织学习、创新性和创新绩效三者间关系的研究主要以制造业为研究对象,针对服务业的研究亟待展开和深化。本文在国内外关于组织学习、服务创新性和新服务开发绩效研究的基础上,以服务创新性的两个维度——技术创新性和市场创新性作为中介变量,构建了组织学习对新服务开发绩效影响机制的模型,并提出四个相应的研究假设。最后通过对我国169家知识密集型服务企业的入户调研,对调研数据进行描述性统计分析,并对组织学习、服务创新性对新服务开发绩效的影响机制模型进行了验证性因子分析和结构方程分析,并对研究假设进行验证,四个研究假设均通过了验证。研究结果显示,组织学习并不直接影响新服务开发绩效,而是通过服务创新性的中介作用间接地对新服务开发绩效产生显著的正向影响。根据实证研究的结果,本文不仅构建了能够较为综合全面反映服务创新性和新服务开发绩效的测量量表,而且,探明了组织学习对新服务开发的影响机制。本文的研究结论对理论和实践均具有较为重要的指导作用。从理论上,是对新服务开发理论实证检验和丰富,为后续研究提供了理论参考。从实践上,为服务型企业有效提升新服务开发绩效提供了科学依据,并针对性地提出管理对策和建议。
[Abstract]:With the arrival of the service economy era, the service industry has become the leading industry of the national economy. Its development is an important symbol to measure the industrial structure level and the level of economic development of a country or region. Under the background of the adjustment of the global economic structure and the transformation of the mode of industrial development in China, how to cope with the domestic and foreign competitive environment and enhance the core competitiveness of our service industry has become the most important problem to be solved in our country's service industry. In the face of the increasing competition in our service industry, service-oriented enterprises must constantly improve and update the concept of service or service delivery system, so that service innovation becomes the core of service management. New service development is the innovation of service concept, service delivery system, service submission interface or service supporting technology, which is promoted by internal elements and external environment according to the overall strategy and innovation strategy. A formal or informal development activity that provides new or improved services to customers. In order to satisfy the ever-changing needs of customers, new service development has become the core of the operation management of service enterprises. The research on innovation management shows that improving service innovation is an important guarantee to satisfy the changing customer demand and gain competitive advantage. Organizational learning research shows that organizational learning based on knowledge creation, distribution and use is an important factor affecting innovation performance. Both organizational learning and service innovation can affect the performance of service innovation, but the current research on the relationship among organizational learning, innovation and innovation performance mainly focuses on the manufacturing industry, and the research on the service industry needs to be carried out and deepened. Based on the research on organizational learning, service innovation and new service development performance at home and abroad, this paper takes two dimensions of service innovation technology innovation and market innovation as intermediary variables. This paper constructs a model of the influence mechanism of organizational learning on the performance of new service development, and puts forward four corresponding research hypotheses. Finally, through the household survey of 169 knowledge-intensive service enterprises in China, the paper makes a descriptive statistical analysis of the survey data, and studies the organizational learning. Service innovation makes confirmatory factor analysis and structural equation analysis on the mechanism model of new service development performance, and verifies the research hypotheses. The results show that organizational learning does not directly affect the performance of new service development, but indirectly has a significant positive impact on the performance of new service development through the intermediary of service innovation. Based on the results of empirical research, this paper not only constructs a measurement scale that can comprehensively reflect service innovation and performance of new service development, but also explores the mechanism of organization learning influencing new service development. The conclusion of this paper plays an important role in both theory and practice. Theoretically, it is an empirical test and enrichment of the new service development theory, which provides a theoretical reference for further research. In practice, it provides a scientific basis for service enterprises to effectively improve the performance of new service development, and puts forward management countermeasures and suggestions.
【学位授予单位】：华中师范大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F719;F274

【参考文献】