中国制造2025视角:制造企业客户导向对服务创新绩效的影响  

Made in China 2025: Influence of Customer Orientation on Service Innovation Performance

作　　者：徐建中[1] 付静雯[1] 

机构地区：[1]哈尔滨工程大学经济管理学院,黑龙江哈尔滨150001

出　　处：《中国科技论坛》2018年第2期62-70,共9页Forum on Science and Technology in China

基　　金：国家自然科学基金项目(71273072);黑龙江省哲学社会科学项目(14B009);黑龙江省应用技术研究与开发计划项目(GC14D501)

摘　　要：本文将知识共创引入到服务创新绩效的研究领域中,探索其在客户导向与服务创新绩效关系中所扮演的中介作用,基于中国制造企业所面临的服务化转型背景,供应商协同水平和技术能力作为调节变量予以进一步的阐释。对上述问题进行实证检验,基于329份有效问卷检验了概念模型,研究发现:客户导向与服务创新绩效之间具有显著正相关关系;知识共创在客户导向和服务创新绩效之间起部分中介作用;供应商协同水平和技术能力能够正向调节客户导向与服务创新绩效的关系,即供应商协同水平越高、企业技术能力越强,客户导向对服务创新绩效的影响就越显著。For the strategic goal of manufacturing power in China 2025, this research aims to explore the impact of customer orientation on service innovation performance in manufacturing enterprises. The paper is based on a literature review, and uses 101 enterprises＇ 329 valid questionnaires to test the conceptual model. The results show that： There is a significant positive correlation between the two di- mensions of customer orientation （direct customer oriented and customer oriented indirect） and service innovation performance; Knowledge creation plays a partial mediating role between customer orientation and service innovation performance; The level of supplier collaboration and technical ability can strengthen the positive correlation between customer orientation and service innovation performance. The results show that knowledge creation, supplier collaboration and technical capability can explain the impact of custom- er orientation on service innovation performance.

关 键 词：客户导向 知识共创 供应商协同水平 技术能力 服务创新绩效 

分 类 号：F272.92[经济管理—企业管理]