多主体参与的服务创新影响机制实证研究

张红琪; 鲁若愚

科研管理 ›› 2014, Vol. 35 ›› Issue (4) : 103-110.

论文

多主体参与的服务创新影响机制实证研究

张红琪¹, 鲁若愚²

作者信息 +

An empirical research on the impact mechanism of service innovation with multi-participators

Zhang Hongqi¹, Lu Ruoyu²

Author information +

文章历史 +

摘要

服务创新过程中如何充分有效地利用企业内外部创新主体是服务企业面临的重要课题。本文在对相关文献进行回顾与分析的基础上提出了服务创新过程中员工、顾客、供应商等多主体参与和顾客满意度之间关系的理论假设模型。采用实证研究的方法，进行问卷调查并进行结构方程分析，得出结果包括：顾客参与对员工参与、供应商参与有直接正向影响；供应商参与对员工参与有直接正向影响；顾客参与、供应商参与对顾客满意度有直接正向影响；员工参与对顾客满意度并没有直接影响。发现了员工参与、顾客参与、供应商参与及顾客满意度的综合影响机制，并得到一些启示。

Abstract

How to use the innovation subjects around the organization in service innovation process is an important issue that a service organization faces. Based on the correlative theoretical research on multi-participators and customer satisfaction, a hypothesis model about these variables is proposed. By Empirical Research, the data obtained via questionnaire are analyzed by structure equations modeling (SEM). The results of this study include: customer participation has positive impact on employee participation and supplier participation; supplier participation has positive impact on employee participation; customer participation and supplier participation have positive impact on customer satisfaction; but employee participation has no direct impact on customer satisfaction. This paper found the comprehensive effect mechanism of multi-participators and customer satisfaction, and then some suggestions are proposed.

导出引用

张红琪, 鲁若愚. 多主体参与的服务创新影响机制实证研究[J]. 科研管理. 2014, 35(4): 103-110

Zhang Hongqi, Lu Ruoyu. An empirical research on the impact mechanism of service innovation with multi-participators[J]. Science Research Management. 2014, 35(4): 103-110

中图分类号： F270.7

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