顾客参与和新服务开发绩效的Meta分析——基于分化维度和情境因素  

A Meta-Analysis of Customer Participation and New Service Development Performance:Based on Differentiation Dimensions and Situational Factors

作　　者：钱慧敏[1] 辛晓漪 QIAN Huimin;XIN Xiaoyi(School of Management,Shanghai University of Engineering Science,Shanghai 201620,China)

机构地区：[1]上海工程技术大学管理学院,上海201620

出　　处：《科学与管理》2021年第2期32-41,共10页Science and Management

摘　　要：顾客参与能否提升新服务开发绩效,目前学界存在争议。对此,本研究在59篇中外实证文献13853个独立样本基础上对顾客参与与新服务开发绩效的关系进行了Meta分析,结果表明:顾客参与显著提升新服务开发绩效;从分化维度上看,顾客参与广度/顾客参与强度/顾客参与深度对新服务开发绩效均存在显著的正向作用,顾客参与行为促进了新服务开发中财务绩效/非财务绩效的提升;从情境因素的调节作用上看,相比个人主义,顾客参与对新服务开发绩效的正向影响在集体主义背景下更为明显,相比发达国家,发展中国家的顾客参与行为更能提升企业的新服务开发绩效,而企业性质、技术水平和实证研究方法的调节作用并不显著。系统分析了顾客参与对新服务开发绩效的影响,并探讨了情境因素在其中的调节效应,为企业今后开展新服务开发活动带来了启示。Whether customer participation can improve new service development performance is currently controversial in academic circles.Based on 13853 independent samples of 59 Chinese and foreign empirical literatures,this paper conducts a meta-analysis on the relationship between customer participation and new service development performance.The results show that customer participation significantly improved new service development performance;From the perspective of differentiation,the breadth/intensity/depth of customer participation has a significant positive effect on the performance of new service development,and customer participating behaviors promote the improvement of financial performance/nonfinancial performance in new service development.From the perspective of the moderating effect of situational factors,compared with individualism,the positive impact of customer participation on new service development performance is more obvious in the situation of collectivism,compared with developed countries,customer participation in developing countries can improve enterprises'new service development performance.The moderating effects of enterprises'nature,technological level and empirical research methods are not significant.This paper systematically analyzes the impact of customer participation on new service development performance,and explores the moderating effects of situational factors,which will provide inspiration for enterprises to carry out new service development activities in the future.

关 键 词：顾客参与 新服务开发绩效 META分析 分化维度 情境因素 

分 类 号：F719[经济管理—产业经济] F273.1