顾客与企业伙伴参与对服务创新绩效的影响研究

发布时间：2019-02-23 10:06

【摘要】：21世纪的今天，全球服务业的迅猛发展以及当代经济的服务化趋势已成为不可阻挡的时代潮流，“服务经济”和基于价值链的“价值共创”时代已经来临，价值的共同创造、传播和运用成为推进这个时代进步的主要动力。在信息技术范式的冲击下，顾客和企业伙伴参与成为“价值共创”时代的特征。因此，在顾客需求多元化、企业伙伴紧密相连的服务供应链时代，运用服务供应链进行服务创新被认为是能够提供额外收益和利润的重要途径，也成为国内外研究的前沿课题。本文预基于服务科学、顾客参与理论、企业伙伴关系理论和企业信息能力理论，针对现有研究的不足，结合已有文献深入剖析顾客参与、企业伙伴参与、企业信息能力和服务创新绩效的基础上，，以珠三角区域的238家服务企业为研究对象，通过对技术主管和中高层管理人员的问卷调查收集数据，运用SPSS17.0和AMOS7.0等计量统计工具进行数据分析，构建相关变量间的结构方程模型，通过模型要素之间的路径关系进行了假设检验。研究结果显示：第一，顾客参与对服务创新绩效有正向影响关系，即顾客参与越积极有效，企业的服务创新绩效越好；第二，顾客参与对企业伙伴参与有正向影响关系，即顾客参与越积极有效，企业伙伴参与的积极性和有效性越高；第三，企业伙伴参与对服务创新绩效有正向影响关系，即企业伙伴参与的质量和效率越高，企业的服务创新绩效越好；第四，企业伙伴参与在顾客参与对服务创新绩效的影响中起部分中介作用，即顾客参与对服务创新绩效的影响，一部分需要通过企业伙伴参与来产生效应；第五，企业信息能力在企业伙伴参与对服务创新绩效的影响中起正向调节作用，即企业信息能力越强，企业伙伴参与对服务创新绩效的正向影响就越强。通过对上述几个问题的探讨，挖掘出顾客参与、企业伙伴参与、企业信息能力及服务创新绩效四者的关系，一定程度上丰富了我国服务科学特别是服务科学里面的服务创新领域的研究，也为我国企业就如何通过顾客参与、企业伙伴参与和企业信息能力提高服务创新绩效提供了一定的借鉴与指导。
[Abstract]:Today in the 21st century, the rapid development of the global service industry and the service trend of the contemporary economy have become an irresistible trend of the times. The era of "service economy" and "value creation" based on the value chain has arrived, and the value has been created together. Dissemination and application have become the main driving force to advance the progress of this era. Under the impact of information technology paradigm, the participation of customers and business partners has become the characteristic of "value creation" era. Therefore, in the era of service supply chain where customer demand is diversified and business partners are closely connected, service innovation with service supply chain is regarded as an important way to provide extra income and profit, and it has also become a frontier topic of domestic and foreign research. This paper is based on the service science, customer participation theory, enterprise partnership theory and enterprise information ability theory. In view of the shortcomings of the existing research, combined with the existing literature in-depth analysis of customer participation, enterprise partner participation, On the basis of enterprise information ability and service innovation performance, 238 service enterprises in the Pearl River Delta region are taken as the research objects, and the data are collected through questionnaires to technical supervisors and middle and senior management personnel. Based on the data analysis of SPSS17.0 and AMOS7.0, the structural equation model of related variables is constructed, and the hypothesis is tested by the path relationship between the elements of the model. The results show that: first, customer participation has a positive impact on service innovation performance, that is, the more active and effective customer participation, the better the service innovation performance; Second, customer participation has a positive impact on corporate partner participation, that is, the more active and effective the customer participation, the higher the enthusiasm and effectiveness of corporate partner participation; Third, corporate partner participation has a positive impact on service innovation performance, that is, the higher the quality and efficiency of partner participation, the better the service innovation performance. Fourth, enterprise partner participation plays a part of intermediary role in the influence of customer participation on service innovation performance, that is, customer participation has an impact on service innovation performance, and some of them need to produce effects through the participation of enterprise partners. Fifthly, enterprise information ability plays a positive role in the influence of enterprise partner participation on service innovation performance, that is, the stronger the enterprise information ability, the stronger the positive impact of enterprise partner participation on service innovation performance. Through the discussion of the above problems, the author excavates the four relationships of customer participation, enterprise partner participation, enterprise information ability and service innovation performance. To some extent, it enriches the research in the field of service innovation in our country's service science, especially in the service science, and also provides Chinese enterprises with information on how to participate through customers. Enterprise partner participation and enterprise information ability to improve the performance of service innovation provides certain reference and guidance.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F719

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