CAJ | 학술논문

基于组织学习的视角,提出了解释顾客与服务创新关系的理论框架,分析了顾客-企业交互通过影响组织向顾客学习的动机和行为,进而影响服务创新绩效的路径.对陕西、广东和江苏3个省份的122家服务企业进行问卷调查,实证分析发现:①顾客-企业交互的3个维度,即合作生产、顾客接触和服务定制,与组织向顾客学习之间显著正相关;②这种正向关系受到创新氛围调节影响,创新氛围越强,越容易发挥顾客-企业交互对于组织学习的促进作用;③组织向顾客学习对服务创新绩效有显著的正向影响.
기우조직학습적시각,제출료해석고객여복무창신관계적이론광가,분석료고객-기업교호통과영향조직향고객학습적동궤화행위,진이영향복무창신적효적로경.대협서、엄동화강소3개성빈적122가복무기업진행문권조사,실증분석발현:①고객-기업교호적3개유도,즉합작생산、고객접촉화복무정제,여조직향고객학습지간현저정상관;②저충정향관계수도창신분위조절영향,창신분위월강,월용역발휘고객-기업교호대우조직학습적촉진작용;③조직향고객학습대복무창신적효유현저적정향영향.
From an organizational learning perspective,this study establishes a framework explaining the relationship of customers and service innovation,and analyzes the path of customer-firm interaction which influences the service innovation performance by influencing organization's motivations and actions to learn from customers. Following an empirical framework,a survey is developed in 122 Chinese service firms from Shanxi,Guangdong,and Jiangsu. Results indicate that:i) there is strong positive relationship between three dimensions (cooperative production,customer contact,customized service) of customer-firm interaction and organizational learning; ii) the positive relationships are moderated by organizational innovative climate and the more innovative the climate,the stronger the improvement effect; iii) the organizational learning is positive to service innovation performance significantly.