發(fā)布時(shí)間：2019-02-23 10:06

【摘要】：21世紀(jì)的今天，全球服務(wù)業(yè)的迅猛發(fā)展以及當(dāng)代經(jīng)濟(jì)的服務(wù)化趨勢(shì)已成為不可阻擋的時(shí)代潮流，“服務(wù)經(jīng)濟(jì)”和基于價(jià)值鏈的“價(jià)值共創(chuàng)”時(shí)代已經(jīng)來臨，價(jià)值的共同創(chuàng)造、傳播和運(yùn)用成為推進(jìn)這個(gè)時(shí)代進(jìn)步的主要?jiǎng)恿�。在信息技術(shù)范式的沖擊下，顧客和企業(yè)伙伴參與成為“價(jià)值共創(chuàng)”時(shí)代的特征。因此，在顧客需求多元化、企業(yè)伙伴緊密相連的服務(wù)供應(yīng)鏈時(shí)代，運(yùn)用服務(wù)供應(yīng)鏈進(jìn)行服務(wù)創(chuàng)新被認(rèn)為是能夠提供額外收益和利潤(rùn)的重要途徑，也成為國(guó)內(nèi)外研究的前沿課題。 本文預(yù)基于服務(wù)科學(xué)、顧客參與理論、企業(yè)伙伴關(guān)系理論和企業(yè)信息能力理論，針對(duì)現(xiàn)有研究的不足，結(jié)合已有文獻(xiàn)深入剖析顧客參與、企業(yè)伙伴參與、企業(yè)信息能力和服務(wù)創(chuàng)新績(jī)效的基礎(chǔ)上，，以珠三角區(qū)域的238家服務(wù)企業(yè)為研究對(duì)象，通過對(duì)技術(shù)主管和中高層管理人員的問卷調(diào)查收集數(shù)據(jù)，運(yùn)用SPSS17.0和AMOS7.0等計(jì)量統(tǒng)計(jì)工具進(jìn)行數(shù)據(jù)分析，構(gòu)建相關(guān)變量間的結(jié)構(gòu)方程模型，通過模型要素之間的路徑關(guān)系進(jìn)行了假設(shè)檢驗(yàn)。 研究結(jié)果顯示：第一，顧客參與對(duì)服務(wù)創(chuàng)新績(jī)效有正向影響關(guān)系，即顧客參與越積極有效，企業(yè)的服務(wù)創(chuàng)新績(jī)效越好；第二，顧客參與對(duì)企業(yè)伙伴參與有正向影響關(guān)系，即顧客參與越積極有效，企業(yè)伙伴參與的積極性和有效性越高；第三，企業(yè)伙伴參與對(duì)服務(wù)創(chuàng)新績(jī)效有正向影響關(guān)系，即企業(yè)伙伴參與的質(zhì)量和效率越高，企業(yè)的服務(wù)創(chuàng)新績(jī)效越好；第四，企業(yè)伙伴參與在顧客參與對(duì)服務(wù)創(chuàng)新績(jī)效的影響中起部分中介作用，即顧客參與對(duì)服務(wù)創(chuàng)新績(jī)效的影響，一部分需要通過企業(yè)伙伴參與來產(chǎn)生效應(yīng)；第五，企業(yè)信息能力在企業(yè)伙伴參與對(duì)服務(wù)創(chuàng)新績(jī)效的影響中起正向調(diào)節(jié)作用，即企業(yè)信息能力越強(qiáng)，企業(yè)伙伴參與對(duì)服務(wù)創(chuàng)新績(jī)效的正向影響就越強(qiáng)。通過對(duì)上述幾個(gè)問題的探討，挖掘出顧客參與、企業(yè)伙伴參與、企業(yè)信息能力及服務(wù)創(chuàng)新績(jī)效四者的關(guān)系，一定程度上豐富了我國(guó)服務(wù)科學(xué)特別是服務(wù)科學(xué)里面的服務(wù)創(chuàng)新領(lǐng)域的研究，也為我國(guó)企業(yè)就如何通過顧客參與、企業(yè)伙伴參與和企業(yè)信息能力提高服務(wù)創(chuàng)新績(jī)效提供了一定的借鑒與指導(dǎo)。
[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.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F274;F719

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