顾企互动对服务创新及企业绩效的影响研究  

An empirical research on the impact of customer-enterprise interaction on service innovation and enterprise performance

作　　者：张克英[1] 吴晓曼 李仰东 Zhang Keying;Wu Xiaoman;Li Yangdong(School of Management,Xi＇an Polytechnic University,Xi＇an 710048,Shaanxi,China;School of Public Policy and Administration,Xi＇an Jiao Tong University,Xi＇an 710049,Shaanxi,China;Shaanxi Coal and Chemical Industrial Group,Xi＇an 710065,Shaanxi,China)

机构地区：[1]西安工程大学管理学院,陕西西安710048 [2]西安交通大学公共政策与管理学院,陕西西安710049 [3]陕西煤业化工集团,陕西西安710065

出　　处：《科研管理》2018年第11期69-78,共10页Science Research Management

基　　金：国家自然科学基金项目(71572063和71202109);陕西省科技厅软科学研究项目(2014KRM37-01);陕西省高校哲学社会科学特色学科建设项目(省教委【2009】6号)

摘　　要：从现代服务业服务创新特点出发,剖析顾企互动对服务创新及企业绩效的影响作用机理,从信息分享、顾客接触、合作行为三个角度构建了顾企互动对服务创新及企业绩效的影响作用模型并提出相应的研究假设,以148份有效调查问卷为样本,运用SPSS17. 0对该模型所提假设进行验证分析,研究结果表明信息分享、顾客接触、合作行为均对服务创新和企业绩效产生显著影响,而服务创新对企业绩效的作用关系仅得到了部分验证。From the viewpoint of service innovation of the modem service industry, this paper analyze the impact mechanism of customers -enterprises interaction on service innovation and business performance in modem service industry, the conceptual model of such impact mechanism was build from the angles of sharing information, contacting customer and cooperative behavior, and corresponding hypothesis was put forward based on 148 valid questionnaires and analyzed with SPSS17.0 the hypothesis. The results show that sharing information, contacting customer and cooperative behavior have significant effect on service innovation and enterprise performance, but the impact of service innovation on enterprise performance were only partially verified.

关 键 词：顾企互动 服务创新 企业绩效 

分 类 号：F272.5[经济管理—企业管理]