顾客共同生产对服务创新绩效的影响机制——基于知识密集型服务企业在B2B情境下的实证研究  

The Influence Mechanism of Customer Co-production on Service Innovation Performance:An Empirical Analysis Based on B2B Knowledge-Intensive Business Service

作　　者：李清政[1] 徐朝霞[2] 

机构地区：[1]西南财经大学西部商学院,四川成都610074 [2]西南财经大学工商管理学院,四川成都611130

出　　处：《中国软科学》2014年第8期120-130,共11页China Soft Science

摘　　要：服务在生产的同时被消费,因此顾客常常亲自介入生产过程,成为共同生产者,这对服务生产和创新活动都会产生影响。本研究以资源基础观,关系营销和开放式创新理论为基础,探讨了顾客共同生产对服务创新绩效的影响机制,并通过对213家知识密集型服务企业进行问卷调查所获数据,运用结构方程进行实证研究。结果表明:第一,顾客共同生产对服务创新绩效存在显著的正向影响;第二,顾客知识转移在顾客共同生产对服务创新绩效影响中扮演完全中介的作用;第三,创新导向正向调节顾客共同生产对顾客知识转移的影响;第四,创新导向正向调节顾客知识转移对服务创新绩效的影响。这一作用机制对于指导顾客参与服务创新的实践具有重要意义。Since services are created as they are consumed, customers as co-producer are always involved in the service production process. This customer involvement will influence both the service production and innovation. Based on this rationale, six hypotheses are proposed regarding the influence of customer co-production on service innovation performance. They are verified with data from 213 knowledge-intensive business service firms in China, and the following four are confirmed：（ 1 ） Customer co-production has significantly positive influence on service innovation performance; （2） Customer knowledge transformation fully mediates the influence of customer co-production on service innovation performance;（ 3 ） Innovation orientation moderates the influence of customer co-production on customer knowledge transformation; （4） Innovation orientation moderates the influence of customer knowledge transformation on service innovation performance.

关 键 词：顾客共同生产 服务创新绩效 顾客知识转移 知识密集型服务 

分 类 号：F270[经济管理—企业管理]