自助服务科技对企业绩效影响的多案例研究  

The impact of self-service technology on service firm performance in China:a multi-case study

作　　者：李靖华[1] 王祺[1] 

机构地区：[1]浙江工商大学技术与服务管理研究中心,浙江杭州310018

出　　处：《科学学研究》2010年第9期1395-1404,共10页Studies in Science of Science

基　　金：教育部人文社会科学研究一般项目(06JA630066);国家自然科学基金资助项目(70972136);国家自然科学基金重点项目(70832005)

摘　　要：我国自助服务科技主要是借鉴和模仿在该领域起步较早的西方国家,其对我国企业绩效的影响目前尚无定论。从员工视角出发,选择自助取单机、自助值机、ATM机和自动售药机4种自助服务科技,采用多案例研究方法,探讨自助服务科技对我国服务企业绩效的影响。旨在分析自助服务科技系统中的资源是如何通过影响服务生产率,最终影响企业绩效的。研究发现理论模型中各阶段变量间存在正向影响关系,其中成本效用、自助服务科技的社会效益成为与以往研究不同的核心变量或得到不同的解释。The application of Chinese self- service technology followed developed countries. However, the impact of self- service technology on the performance of service firm is not clear in China currently. In this paper, we employed the multi - case study regarding four self- service technologies to study this topic. There are Self- service Report Machine in hospital, Electronic Ticket CUSS Self Check -in in airport, ATM in banking, and Electronic Medicine Cabinet in medical store. The model is based the resources of self- service technology system, the service productivity, and service firm performance. The conclusion is that there are some positive relationships among variables in this model. And the cost effect and social effect became the unique variables under the Chinese context.

关 键 词：自助服务科技 多案例研究 资源 服务生产率 绩效 

分 类 号：C93[经济管理—管理学] F270.7