AI能力如何助推企业实现价值共创——基于企业与客户间互动的探索性案例研究  

How Do AI Capabilities Promote Value Co-creation——A Exploratory Case Study Based on the Interaction between Enterprises and Customers

作　　者：李树文 罗瑾琏[2] 张志菲 LI Shu-wen;LUO Jin-lian;ZHANG Zhi-fei(School of Economics and Management,Dalian University of Technology;School of Economics and Management,Tongji University)

机构地区：[1]大连理工大学经济管理学院 [2]同济大学经济与管理学院

出　　处：《中国工业经济》2023年第5期174-192,共19页China Industrial Economics

基　　金：国家自然科学基金面上项目“内化于心何以外显于行:创新使命的多层次意义建构及对企业突破性创新影响效应研究”(批准号72072128);国家自然科学基金面上项目“学习—认知视角下双元领导行为的多层效应与转换过程研究”(批准号71772138);国家自然科学基金青年项目“复杂新产品开发项目的供应网络竞合关系治理研究”(批准号72201049)。

摘　　要：人工智能(AI)技术的蓬勃发展正在彻底改变企业的价值创造方式。尽管现有研究结合AI技术情境提出了价值共创思想,但对AI能力如何助推企业实现价值共创的问题缺乏理论探讨。本文基于企业与客户间互动视角,遵循“AI能力→感知机制→响应机制→价值共创”理论逻辑,选取容智信息技术有限公司作为调研对象,系统探究AI能力对价值共创的助推过程。研究发现:(1)AI能力呈现出由机械智能化、分析智能化到直觉智能化的三阶段动态演进轨迹,并依次通过“感知”与“响应”两个过程助推企业实现价值共创;(2)在感知过程中,企业依次通过能力需求洞察、多元场景匹配、服务机会发掘实现价值感知进阶;(3)在响应过程中,企业依次通过价值方向锚定、价值空间延展、价值链条衍射实现价值响应升阶;(4)随着感知进阶与响应升阶双重逻辑的有序推进,企业依次实现从敏捷式、赋能式到开放式的共创程度逐渐深化。本文拓展了AI的阶段性发展框架,打开AI能力与价值共创之间“感知→响应”框架的机制黑箱,推进企业与客户间互动理论发展,为企业借助AI能力实现价值共创提供有益借鉴。The rapid development of the new technical revolution and industrial transformation drives the growth of the digital economy,which has made artificial intelligence(AI)an important tool for promoting high-quality economic growth and creating new opportunities for economic reform and innovation.While AI has become increasingly important in various areas,its role in value co-creation is uncertain.Many enterprises have invested a significant amount of time,energy and resources,but they have achieved limited success.Some studies suggest that AI algorithms cannot generate specific answers but instead provide exploratory solutions based on probability predictions.As a result,enterprises are forced to develop AI capabilities to create value.The interactive relationship between enterprises and customers is the core of value co-creation.Existing research has shown that enterprises with high AI capabilities can better segment customers and provide more personalized products and services through interactive relationships with specific customers during the value creation process.However,the interactive relationship between enterprises and customers is not static,but there are fundamental changes in interactive methods and participants.For example,enterprises only have more opportunities through interacting with different customers(key customers or ordinary customers)at different stages.Therefore,it is important to understand the relation between AI capabilities and value co-creation from the perspective of interactive relationship between enterprises and customers.We need to answer the following questions.As the impact of AI capabilities on value co-creation is a dynamic and complex process,what are changes in interactive methods between enterprises and customers during this process?What is the different role of ordinary customers and key customers in the interactive process between enterprises and customers?How do they affect the value co-creation process of enterprises?To answer above questions,this study adopted a single c

关 键 词：AI能力 价值共创 感知 响应 企业与客户间互动 

分 类 号：F272[经济管理—企业管理]