开放式服务创新背景下创新氛围、顾客参与和酒店成长的关系研究

发布时间：2018-02-26 14:21

本文关键词： 开放式服务创新创新氛围顾客参与酒店成长　出处：《山东大学》2017年硕士论文　论文类型：学位论文

【摘要】：随着时代变迁,创新已然成为当下社会发展不可或缺的一个特征,在日益激烈的竞争中,企业若缺乏创新就会失去生气和特色,难以捕捉到顾客的兴趣点和真正需求,从而痛失市场份额。对于身处服务行业的酒店企业来说,创新更是起着不可替代的作用。酒店是典型的顾客导向型企业,顾客因素对酒店创新和成长有着不容忽视的影响。顾客在日趋成熟和理性的过程中,需求呈现出多元化发展趋势,要提高酒店成长性,必然离不开强化服务创新。而在当今时代发展背景下,顾客和酒店之间是一种相互影响的关系,把顾客融入到服务创新过程当中,实践开放式服务创新,是酒店获取竞争优势以促进成长的重要途径。之前学者对创新领域的研究多在于开放式创新和服务创新,较少集中讨论开放式服务创新,尤其是以酒店业为背景的开放式服务创新的探讨更为缺乏。另外,创新领域的研究以概念和内涵研究为主要内容,主要采用定性研究和案例研究方法,缺乏相关实证研究。本文对开放式创新、服务创新和开放式服务创新研究的相关文献进行提炼和总结,在开放式服务创新理论的指导下,着重讨论创新氛围、顾客参与和酒店成长之间作用机理。在酒店成长维度的测度上,克服了以往研究中采用单一绩效指标的不足,建立了财务指标、市场指标和员工创新行为三个指标相结合的综合测度体系,基于此构建了体现创新氛围、顾客参与和酒店成长之间作用机理的模型假设。本文主要采用问卷调查方法以获取数据和资料,运用SPSS对问卷数据进行描述性统计分析和信度检验,利用AMOS作确认性因素分析和路径分析,分别验证创新氛围和顾客参与对财务指标、市场指标、员工创新行为的影响关系,同时采用Sobel检验顾客参与在创新氛围和酒店成长(财务指标、市场指标、员工创新行为)之间的中介作用。结果显示,在开放式服务创新理念指导下,酒店首先应该创造良好的内部环境,构建适合顾客参与和酒店成长的创新氛围,积极把顾客和员工纳入到自己的开放式服务创新体系中来,以建立自己的竞争优势,促进酒店成长。本文研究成果与以往研究方向基本一致,进一步丰富了酒店开放式服务创新领域的研究内容,对酒店实践服务创新提供了管理建议。
[Abstract]:With the change of the times, innovation has become an indispensable feature of the current social development. In the increasingly fierce competition, if enterprises lack of innovation, they will lose their vitality and characteristics, and it will be difficult to capture the interest points and real needs of customers. Thus losing market share. For hotel enterprises in the service industry, innovation plays an irreplaceable role. Hotels are typical customer-oriented enterprises. Customer factors have an important impact on hotel innovation and growth. In the process of increasing maturity and rationality, customers' needs show a trend of diversified development, in order to improve hotel growth. Under the background of the development of the times, the relationship between the customer and the hotel is a kind of mutual influence, integrating the customer into the process of service innovation, practicing the open service innovation, It is an important way for hotels to gain competitive advantage in order to promote their growth. Previous researches on innovation are mostly focused on open innovation and service innovation, and less on open service innovation. In particular, the study of open service innovation with hotel industry as the background is even more lacking. In addition, the research in the field of innovation takes the concept and connotation research as the main content, mainly adopts the qualitative research and the case study method. This paper abstracts and summarizes the relevant literature on open innovation, service innovation and open service innovation. Under the guidance of open service innovation theory, this paper focuses on the discussion of innovation atmosphere. On the measurement of hotel growth dimension, it overcomes the shortcoming of single performance index in previous research, and establishes financial index. Based on the comprehensive measurement system of market index and employee innovation behavior, the paper constructs a comprehensive measure system to reflect the innovation atmosphere. This paper mainly adopts the questionnaire method to obtain the data and data, and uses SPSS to carry on the descriptive statistical analysis and the reliability test to the questionnaire data. Using AMOS as confirmatory factor analysis and path analysis, the relationship between innovation atmosphere and customer participation on financial index, market index and employee innovation behavior is verified, respectively. At the same time, Sobel is used to examine the intermediary role between customer participation in the innovation atmosphere and hotel growth (financial indicators, market indicators, employee innovation behavior). The results show that under the guidance of the open service innovation concept, First of all, the hotel should create a good internal environment, build an innovative atmosphere suitable for customer participation and hotel growth, actively integrate customers and staff into their own open service innovation system, in order to establish their own competitive advantage. The research results of this paper are basically consistent with the previous research direction, further enrich the research content of hotel open service innovation field, and provide management suggestions for hotel practice service innovation.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F273.1;F719.2

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