顾客参与价值共创、顾客知识转移与企业双元创新  

Customer Participation in Value Co-creation,Customer Knowledge Transfer and Ambidextrous Innovation

作　　者：田虹[1] 田佳卉 张亚秋[1] Tian Hong;Tian Jiahui;Zhang Yaqiu(School of Business and Management, Jilin University, Changchun 130000, China)

机构地区：[1]吉林大学商学与管理学院,吉林长春130000

出　　处：《科技进步与对策》2022年第8期121-130,共10页Science & Technology Progress and Policy

基　　金：国家社会科学基金后期项目(20FGLB039)。

摘　　要：随着经济发展方式转变以及顾客接触点高度多变,企业能否有效创新以满足顾客需求,对于企业生存与发展至关重要。在服务主导逻辑下,顾客角色已经由价值接受者向价值共创者转变,如何依托顾客参与价值共创促进企业双元创新是亟待解决的问题。基于服务主导逻辑与知识基础观,探讨顾客参与价值共创对企业双元创新的影响,以及顾客知识转移的中介作用与促进调节焦点的调节作用。通过对224份有效问卷数据进行实证分析,结果表明:顾客参与价值共创正向影响企业双元创新;顾客知识转移在顾客参与价值共创与双元创新间起部分中介作用;促进调节焦点正向调节顾客参与价值共创与顾客知识获取维度的关系。With the diversification and refinement of market demand and the high variability of customer touchpoints,enterprises are no longer the only dominant player in the market,which means it is a great challenge to adapt to the fierce market environment by themselves.Enterprises urgently need to adjust their ideas to rethink the relationship between the market,customers and enterprises,as well as the ecological model.At the same time,the accelerated technological iteration has led to a competitive environment full of unknowns and challenges.Innovation is considered one of the sources that help enterprises adapt to changes and win the competition.Rapid response and continuous innovation are the keys for enterprises to stay competitive in a complex and unstable environment.However,how enterprises can enhance innovation to respond to the above changes is the key issue that enterprises need to address urgently.The knowledge-based view assumes that innovation depends on high-level knowledge management and the knowledge held by an enterprise is the key to the formation of unique resources and capabilities.As the innovation subjects,enterprises need to continuously absorb and integrate internal and external knowledge resources to enhance innovation and improve the level of value creation.According to the service-dominant logic,the role of customers has changed from value receiver to value co-creator.Customers have become active participants and collaborative partners in the relationship exchange,and they will co-create value with the enterprise by participating in the entire service value chain.It will have a significant impact on enterprise innovation activities whether an enterprise can effectively absorb and utilize customer knowledge and value proposition through customer relationship management,so as to integrate customers into the innovation chain and promote corporate ambidextrous innovation through customer participation in value co-creation.Therefore this study aims to reveal the role of customer participation in va

关 键 词：顾客参与 价值共创 顾客知识转移 促进调节焦点 企业双元创新 

分 类 号：F273.1[经济管理—企业管理]