基于探索与开发视角的服务敏捷性研究  

A Study on Service Agility Based on the Explorative and Exploitative Perspective

作　　者：许晖[1] 张娜[2] 

机构地区：[1]南开大学商学院,天津300071 [2]南开大学商学院市场营销系,天津300071

出　　处：《复印报刊资料（市场营销）》2016年第1期64-72,共9页

基　　金：国家自然科学基金项目（71072100,71472097）;教育部新世纪优秀人才支持计划项目（NCET-12-0281）.

摘　　要：面对动态、复杂的市场环境，如何快速响应市场环境变化，敏捷地满足顾客的个性化需求，得到了学术界和实践界的广泛关注。我们基于探索与开发的视角，选取三家服务企业作为研究对象，运用规范的多案例研究方法，对服务企业如何构建服务敏捷性问题进行了研究。通过案例研究发现，在企业的新创阶段和成长阶段组织情境和高层管理团队的表现是不同的，从而决定了企业不同阶段创新方式的不同。在新创阶段企业主要以开发性创新为主，并通过开发性创新部分实现了企业的服务敏捷性；在成长阶段探索性创新开始出现，双元性创新模式也逐渐形成，并促进了企业服务敏捷性的实现。In a dynamic and complex market environment, both researchers and practitioners are widely concerned with how a company can cope with the rapid change of the market and agilely cater to the individual needs of the customers. From the perspectives of explorative and exploitative innovations, we resort to the method of multi-case studies and take three service enterprises as our subject of studies, in order to find out how service enterprises can achieve high agility in their service. Through our examination of the three cases, we find that the organizational situation and the performance of senior management team are different through the enterprisers start-up stage to growth stage, and this difference may lead to different ways of innovation in the different stages of the enterprise. In the start-up stage, an enterprise may focus more on exploitative innovation, through which the enterprise＇s service agility can be achieved; in the growth stage, explorative innovation begins to emerge. A dual-mode of innovation--explorative and exploitative innovation--gradually establishes and helps promote the enterprise＇s service agility.

关 键 词：组织情境 高层管理团队 服务敏捷性 

分 类 号：F719[经济管理—产业经济]