价值共创中顾客资源对顾客价值的作用  

Effects of Customer Resources on Customer Value from the Perspective of Value Co-creation

作　　者：肖萌[1,2] 马钦海[1] XIAO Meng;MA Qin-hai(School of Business Administration, Northeastern University, Shenyang 110169, China;School of Management, Shenyang University of Technology, Shenyang 110870, China)

机构地区：[1]东北大学工商管理学院,辽宁沈阳110169 [2]沈阳工业大学管理学院,辽宁沈阳110870

出　　处：《东北大学学报（自然科学版）》2019年第8期1205-1210,1216,共7页Journal of Northeastern University(Natural Science)

基　　金：国家自然科学基金资助项目(71272162);辽宁省高等学校基本科研项目(WQGD2017015)

摘　　要：以社会认同和组织支持理论为依据采用实证研究方法分析价值共创中顾客-企业认同和顾客感知组织支持在顾客资源对顾客价值影响间的传导机制.研究结果表明:顾客的人力和关系资源显著正向影响顾客的实用和享乐价值顾客的人力和关系资源显著正向影响顾客-企业认同与顾客感知组织支持顾客-企业认同显著正向影响顾客的实用和享乐价值顾客感知组织支持对顾客的实用价值具有显著正向影响顾客-企业认同和顾客感知组织支持在顾客资源和顾客价值关系间具有中介作用且顾客-企业认同和顾客感知组织支持是非递归关系.Based on the theory of social identity and organizational support, the empirical research method was used, and the mechanism of customer resources affecting customer value through customer-company identification and perceived organizational support was analyzed. The results showed that:customers’ human resources and relationship resources have a significant impact on customers’ utilitarian value and hedonic value;customers’ human resources and relationship resources have a significant impact on customer-company identification and perceived organizational support;customer-company identification has a significant positive impact on customers’ utilitarian value and hedonic value;perceived organizational support has a significant positive impact on customers’ utilitarian value;customer-company identification and perceived organizational support have mediating effect on the relationship between customers’ human resources and customer value;the relationship between customer-company identification and perceived organizational support is non-recursive.

关 键 词：顾客资源 顾客-企业认同 顾客感知组织支持 顾客价值 

分 类 号：C93[经济管理—管理学]