顾客契合与企业创新绩效:价值共创和创新氛围的作用  

Customer engagement and innovation performance of enterprises:The roles of value co-creation and innovation climate

作　　者：符加林 张依梦 闫艳玲 梁世昌 张洪[3] Fu Jialin;Zhang Yimeng;Yan Yanling;Liang Shichang;Zhang Hong(School of Economics and Management,Zhengzhou University of Light Industry,Zhengzhou 450002,Henan,China;School of Business Administration,Guangxi University,Nanning 530004,Guangxi,China;School of Management,Wuhan University of Science and Technology,Wuhan 430065,Hubei,China)

机构地区：[1]郑州轻工业大学经济与管理学院,河南郑州450002 [2]广西大学工商管理学院,广西南宁530004 [3]武汉科技大学管理学院,湖北武汉430065

出　　处：《科研管理》2022年第11期93-102,共10页Science Research Management

基　　金：河南省软科学一般项目:“政府声誉机制下公众政策遵从与突发公共事件治理效能研究”(222400410004,2021.09—2023.09);河南省科技攻关项目:“文物数字化3D艺术影像的制作工艺与网络传播”(202102310305,2019.12—2022.12);河南省哲学社会科学规划项目:“数字化技术背景下河南省新生代员工逆向生产行为问题研究”(2021BJJ110,2021.10—2023.10);国家自然基金面上项目:“面对全场景智能服务的价值共创模式演变及优化研究”(72172111,2022.01—2025.12);国家自然科学基金地区项目:“直播带货主播对消费者购买行为的影响机制研究”(72162002,2022.01—2025.12)。

摘　　要：采用问卷调查法,以华中地区56家科技型小微企业的358套顾客-员工配对数据为样本,基于服务主导逻辑和计划行为理论,探索顾客契合对科技型小微企业创新绩效的影响,并考察价值共创行为和企业创新氛围在其中起到的中介和调节作用。研究结果表明:顾客契合对企业创新绩效有显著促进作用;价值共创行为在顾客契合对企业创新绩效的影响过程中起部分中介作用;创新氛围在顾客契合和价值共创行为之间起正向调节作用,即:当企业创新氛围较强时,顾客契合对价值共创行为的促进作用更强。研究结果为科技型小微企业创新绩效提升提供了理论依据和实践指导。In the complex situation where the century change and the epidemic of the century are overlapping how to fully stimulate and release the endogenous power of innovation and development of technological small and micro enterprises,enhance enterprises′innovation performance,and help national technological innovation and industrialization have become hot topics.Involving various external stakeholders in the innovation process can improve the innovation performance of technological small and micro enterprises to a certain extent.Customers,as important external stakeholders of enterprises,are an important source of competitive advantage for enterprises.However,their effect on the innovation performance of technological small and micro enterprises has rarely been studied.Drawing on service dominant logic and the theory of planned behavior,this paper explores the influence mechanism of customer engagement on the innovation performance of technological micro and small enterprises,introduces value co-creation behavior and enterprise innovation performance into the study to investigate the influence of customer engagement on innovation performance,the mediating effect of value co-creation behavior and the moderating effect of innovation climate.A total of 358 sets of customer-employee matched data were collected from 56 technological micro and small enterprises in central China.AMOS 21.0 was used for confirmatory factor analysis to test the discriminant validity of the variables;SPSS 26.0 was used for the multiple regression analysis to verify the research hypotheses;the bootstrapping method was applied by Process Macro to further examine the mediating effect of value co-creation behavior and the moderating effect of innovation climate.The empirical results are as follows:First,customer engagement positively influences innovation performance.Second,value co-creation behavior partially mediates the relationship between customer engagement and innovation performance.Third,innovation climate positively moderates the effect o

关 键 词：顾客契合 创新绩效 价值共创行为 创新氛围 

分 类 号：F279.23[经济管理—企业管理]