顾客互动对新服务开发绩效的影响--基于知识密集型服务企业的实证研究  

Research on Effects of Customer Interaction on NSD Performance:An Empirical Study on the Knowledge-Intensive Business Services

作　　者：王琳[1,2] 魏江[1] 

机构地区：[1]浙江大学管理学院,浙江杭州310058 [2]浙江万里学院商学院,浙江宁波315100

出　　处：《重庆大学学报（社会科学版）》2009年第1期35-41,共7页Journal of Chongqing University(Social Science Edition)

基　　金：国家自然科学基金项目(70373026);浙江省科技规划重点项目(2005C25002);浙江省自然科学基金项目(Y605358)

摘　　要：基于资源依赖理论,结合创新文献研究指出,知识密集型新服务开发中顾客互动程度需要在顾客互动带来的收益和互动导致的不确定性风险之间进行权衡。由于新服务开发不同阶段所执行任务的不同,顾客互动这种跨越边界的管理活动会表现出阶段差异性。在问卷调查的基础上,通过多元线性回归分析,对知识密集型服务企业进行了实证研究。研究结果表明,新服务开发"概念创意阶段"、"跟踪评估阶段"的顾客互动程度与"顾客视角"的新服务开发绩效正相关,而"设计开发阶段"顾客互动程度与"提供商视角"的新服务开发绩效负相关。Based on resource-based theory and review of the literature on innovation, this article argues that the impact of customer interaction on the knowledge-intensive business service innovation should consider both the benefits and risks by involving customers into the innovation process. Furthermore, the appropriateness of customer interaction also varies by process stage because different nature of tasks to be performed at different stages of NSD. Based on the questionnaire, the impact of customer interaction on service innovation is studied by using OLS （ ordinary least square）. The research results show： the intensity of customer interaction in the idea generation and testing ＆ Evaluation are both significantly positive to the innovative performance of customer perspective, while concept development stage negative to the innovative performance of the service provider perspective.

关 键 词：顾客互动 新服务开发 创新绩效 知识密集型服务企业 

分 类 号：F273[经济管理—企业管理]