CAJ | 학술논문

基于国内外相关研究及我国物流企业服务创新实践，构建了顾客导向、竞争者导向对物流服务创新、企业绩效影响的概念模型，提出了基本假设，并以调查获取的152份物流企业数据为样本进行实证分析，最终结果认为：（1）市场导向对企业绩效有正向影响，然而顾客导向较竞争者导向对企业绩效的直接影响更为显著，竞争者导向较顾客导向对企业绩效的间接影响更为显著。（2）在顾客导向及竞争者导向作用于企业绩效的机制中，服务创新发挥了重要的中介作用。（3）物流服务创新对物流企业绩效的提升作用非常显著，服务创新不仅可以实现更高的顾客满意度，更是企业经营绩效及盈利能力提升的重要驱动力。
기우국내외상관연구급아국물류기업복무창신실천，구건료고객도향、경쟁자도향대물류복무창신、기업적효영향적개념모형，제출료기본가설，병이조사획취적152빈물류기업수거위양본진행실증분석，최종결과인위：（1）시장도향대기업적효유정향영향，연이고객도향교경쟁자도향대기업적효적직접영향경위현저，경쟁자도향교고객도향대기업적효적간접영향경위현저。（2）재고객도향급경쟁자도향작용우기업적효적궤제중，복무창신발휘료중요적중개작용。（3）물류복무창신대물류기업적효적제승작용비상현저，복무창신불부가이실현경고적고객만의도，경시기업경영적효급영리능력제승적중요구동력。
Based on the research of service innovation at home and abroad and logistics innovation practices in China,the author builds the research model of impact of customer orientation and competitor on logistics service innovation and businesses' performance,makes the basic assumptions and carries out an empirical research by using 152 survey data acquired from Chinese logistics firms. It is found that:market orientation has the positive impact on business performance,but customer orientation have more significant direct impact on businesses' performance compared to competitor orientation;while competitor orientation have a more significant indirect impact on business performance than customer orientation;service innovation played an important intermediary role in the mechanism of competitor orientation and customer orientation having impact on firm performance;logistics service innovation is of great importance for the improvement of logistics business performance,and logistics service innovation is the driving force for not only the achievement of higher customer satisfaction,but also the improvement of businesses' profitability ability.