顾客知识管理对服务创新能力影响的实证研究  

The Empirical Research of the Effect of Customer Knowledge Management on Service Innovation Capability

作　　者：张红琪[1,2] 鲁若愚[1] 

机构地区：[1]电子科技大学经济与管理学院,成都610054 [2]成都市工业经济发展研究中心,成都610031

出　　处：《科学学与科学技术管理》2012年第8期66-73,共8页Science of Science and Management of S.& T.

基　　金：国家自然科学基金项目(70772068);教育部人文社科项目(11YJC630262)

摘　　要：服务企业需要不断地进行服务创新进而提高竞争优势,而在服务创新过程中顾客的频繁参与使得顾客知识管理变得非常重要,合理地进行顾客知识管理能够促进企业服务创新能力的提高。通过实证分析,发现顾客知识管理的四个维度对服务创新能力的影响程度不同:与顾客共同创造知识的管理和关于顾客知识的管理对服务创新能力有显著正向影响,顾客需要知识的管理和顾客拥有知识的管理对服务创新能力并没有显著影响。Service enterprise must innovate constantly to improve the competition advantage. In service innovation process customer involves frequently. So it is very important to take the advantage of customer knowledge man- agement （CKM）. And thus can improve the company＇s service innovation ability. Through empirical research, this paper finds that four kinds of CKM＇s influence to service innovation capability are different. That is, management of knowledge co-creation and management of knowledge of customer have significantly positive effects on service innovation capability. Management of knowledge for customer and management of knowledge from customer have little effect on service innovation ability. This result might provide guidance for enterprises to promote the service innovation capability.

关 键 词：顾客知识管理 服务创新能力 实证研究 影响 

分 类 号：F272.4[经济管理—企业管理]