基于顾客价值的现代服务企业动态竞争力研究  

An Approach to the Dynamic Competence of Modern Service Enterprises: Based on a Customer Capability Perspective

作　　者：蔡晓梅[1] 

机构地区：[1]华南师范大学旅游管理系

出　　处：《学术研究》2012年第7期89-94,160,共6页Academic Research

基　　金：广东省软科学研究计划项目(2010B070300077)的阶段性研究成果

摘　　要：基于顾客价值的视角,以广东省51家上市现代服务企业为调查样本,通过对现代服务企业动态竞争力构成要素的相互关系及其对企业绩效影响的实证分析发现,现代服务企业动态竞争力与顾客价值创新过程交缠融合,顾客价值市场识别能力、资源配置与整合能力以及产品创新能力是现代服务企业动态竞争力的主要构成要素,并呈现"链式"传导性影响;产品创新能力最直接影响现代服务企业绩效;市场认知是现代服务企业动态竞争力的启动引擎;组织配置是现代服务企业动态竞争力的内部保障;顾客需求满足是现代服务企业动态竞争力的核心因素。This research explores the relations between the factors which are embodied in the dynamic capability,and those between any of the factor and the enterprise performance in modern Cantonese service enterprises from the perspective of customer values.51 samples of modern Cantonese service enterprises are listed and analyzed.The results show the dynamic competitive ability of modern service enterprise are impacted by market identification,the resource allocation and integration capability,and the product innovation capability.The influence process can be seen as a chain,in which product innovation ability has direct effects on enterprise performance,the original factor of dynamic competitive ability is the market identification,the internal security of dynamic capability is organization configuration,and the core factor of dynamic capability is to achieve customer's requirement.

关 键 词：顾客价值 动态竞争力 现代服务企业 广东 

分 类 号：F062.9[经济管理—政治经济学]