顾客参与服务创新与创新绩效的关系研究——基于顾客知识转移视角的理论综述与模型构建  

Relationship between Customer Involvement in Service Innovation and Innovation Performance: Literature Review and Model Development from Perspective of Customer Knowledge Transfer

作　　者：卢俊义[1,2] 王永贵[3] 

机构地区：[1]安徽财经大学工商管理学院 [2]南京大学商学院 [3]对外经济贸易大学国际商学院

出　　处：《管理学报》2011年第10期1566-1574,共9页Chinese Journal of Management

基　　金：国家自然科学基金资助项目(70672018);教育部新世纪优秀人才资助项目(NCET-09-0302);教育部人文社会科学基金资助项目(10YJC630166);安徽省自然科学基金资助项目(10040606Q02);安徽省教育厅人文社会科学基金资助项目(2010sk209)

摘　　要：通过对相关文献的梳理,界定了顾客参与服务创新和知识转移的内涵,并分析了顾客参与知识转移的理论基础。重点对知识转移在顾客参与新服务开发过程和创新绩效之间可能的中介机制进行了文献综述,并探讨了因果模糊性和知识冲突在顾客参与、知识转移以及创新绩效改善关系中的调节作用。最后,基于权变管理的视角,构造了以知识转移为中介机制的顾客参与服务创新和创新绩效关系的理论模型,并指出了研究的不足和未来的研究方向。This paper defines customer involvement in service innovation and customer knowledge transfer by way of intensive literature review, and makes in-depth study of the theoretical foundations of the customer knowledge transfer. Furthermore, the paper explores the mediating effect of customer knowledge transfer in the relationship between customer involvement and innovation performance as well as the moderating effects of casual ambiguity and knowledge conflict in the relationships among those constructs mentioned above. Finally, the paper develops a theoretical model of customer involvement and innovation performance by integrating the mediating and moderating mechanisms from perspective of customer knowledge transfer, and points out the limitation and future research directions.

关 键 词：顾客参与 顾客知识转移 因果模糊 冲突 

分 类 号：C93[经济管理—管理学] F270