余额宝的服务创新模式研究——基于四维度模型的解释  

The Study on Service Innovation Modes of Yu'e Bao: Explanation Based on 4D Model

作　　者：张瑾[1] 陈丽珍[1] 

机构地区：[1]江苏大学财经学院,江苏镇江212013

出　　处：《中国软科学》2015年第2期57-64,共8页China Soft Science

基　　金：国家社科基金项目"社会化媒体环境下的信息质量影响机理及管控体系研究"(14BTQ051);国家社科基金项目"移动图书馆服务质量影响因素与提升策略研究"(13BTQ029);国家自然科学基金项目"危机性产业衰退的国际传导与我国区域产业调整的机理与实证研究"(70973045);江苏大学高级人才项目"顾客参与对KIBS创新绩效的影响研究--基于组织学习视角"(14JDG204)

摘　　要：余额宝是第三方支付平台业务拓展的积极尝试,是引领互联网金融的排头兵,更是我国服务创新活动的典型案例。本文基于服务创新视角,尝试利用服务创新的四维度模型对余额宝的服务创新模式进行初步探讨。研究表明,余额宝服务创新是概念创新、界面创新、组织创新以及技术创新四个维度的整合。其中,概念创新表现为互联网金融、1元理财服务、T+0赎回,界面创新表现为互联网操作界面、顾客参与,组织创新表现为阿里集团自2011年上半年持续到目前的一系列组织架构及人事调整,技术创新主要表现为大数据技术、云计算技术。最后,本文提出了关注顾客的潜在需求,关注"长尾",追求简单便捷,以及利用支付宝的大数据防范余额宝的服务创新风险等重要启示。本研究对于深化我国本土的服务创新理论研究与企业管理实践均有一定价值。Yu＇eBao is a positive attempt of business expansion in the third-party payment platform. It is the leader of intemet finance and a typical case of service innovation activities in China. The paper introduces a preliminarily study on the service innovation mode of Yn＇eBao by using 4D model from service innovation perspective. It is revealed that Yu＇eBao＇s service innovation is the integration of new service concept, client interface innovation, organizational innovation and technology innovation. Internet finance, 1 Yuan wealth management services and T ＋ 0 redemption are concept innovations ; Interact operating interface and customer participation are client interface innovations ; organizational innovation is a series of organizational structure and personnel adjustment of Alibaba group from 2011 to present ; big data and cloud computing are technology innovation. Finally, the vital enlightenments including focusing on customer＇s potential demand, actively striving for customers＇ participation and focusing on ＂long tail＂, the pursuit of simple and convenient and guarding against the risk with the aid of big data are put forward. We expect the research could be beneficial for both deepening the local service innovation theory in China and business practice.

关 键 词：余额宝 四维度模型 服务创新模式 

分 类 号：C93[经济管理—管理学]