顾客参与对知识密集型服务业新服务开发绩效的影响研究  

Impact of Customer Participation on New Service Development Performance of Knowledge Intensive Services

作　　者：范钧[1] 邱瑜[1] 邓丰田[1] 

机构地区：[1]浙江工商大学工商管理学院,浙江杭州310018

出　　处：《科技进步与对策》2013年第16期71-78,共8页Science & Technology Progress and Policy

基　　金：教育部人文社会科学基金项目(12YJC630041);浙江省社会科学基金项目(11ZJQN053YB);浙江省自然科学基金项目(LY12G02019)

摘　　要：利用顾客参与来高效获取顾客知识,对提升知识密集型服务业新服务开发绩效具有积极意义。通过对长三角地区知识密集型服务企业的问卷调查和结构方程模型分析,发现顾客参与信息共享、责任行为和人际互动三维度对知识密集型服务业服务相关知识、消费使用知识和顾客自我知识获取均有显著正向影响;3类顾客知识获取对知识密集型服务业新服务开发绩效均有显著正向影响;知识内隐性会部分调节顾客参与同顾客知识获取之间的作用关系。It has a positive effect on NSD performance of KIBS to use customer participation to acquire customer knowledge efficiently. Based on the theoretical analysis and the investigation of KIBS from Yangtze River Delta, the data are analyzed by structural equation model. The results are as follows that customer participation （information sharing, behavior of re- sponsibility, interpersonal interaction） has significantly positive effects to customer knowledge acquisition, customer knowledge acquisition has a positive impact upon NSD performance of KIBS, knowledge tacit partially adjusts the relation- ship between customer participation and customer knowledge acquisition.

关 键 词：顾客参与 知识密集型服务业 顾客知识获取 新服务开发绩效 

分 类 号：F063.1[经济管理—政治经济学]