管理学报
管理學報
관이학보
Chinese JOurnal of Management
2011年
10期
1566~1574
,共null页
顾客参与 顾客知识转移 因果模糊 冲突
顧客參與 顧客知識轉移 因果模糊 遲突
고객삼여 고객지식전이 인과모호 충돌
customer involvement; customer knowledge transfer; causal ambiguity; conflict
通过对相关文献的梳理，界定了顾客参与服务创新和知识转移的内涵，并分析了顾客参与知识转移的理论基础。重点对知识转移在顾客参与新服务开发过程和创新绩效之间可能的中介机制进行了文献综述，并探讨了因果模糊性和知识冲突在顾客参与、知识转移以及创新绩效改善关系中的调节作用。最后，基于权变管理的视角，构造了以知识转移为中介机制的顾客参与服务创新和创新绩效关系的理论模型，并指出了研究的不足和未来的研究方向。
通過對相關文獻的梳理，界定瞭顧客參與服務創新和知識轉移的內涵，併分析瞭顧客參與知識轉移的理論基礎。重點對知識轉移在顧客參與新服務開髮過程和創新績效之間可能的中介機製進行瞭文獻綜述，併探討瞭因果模糊性和知識遲突在顧客參與、知識轉移以及創新績效改善關繫中的調節作用。最後，基于權變管理的視角，構造瞭以知識轉移為中介機製的顧客參與服務創新和創新績效關繫的理論模型，併指齣瞭研究的不足和未來的研究方嚮。
통과대상관문헌적소리，계정료고객삼여복무창신화지식전이적내함，병분석료고객삼여지식전이적이론기출。중점대지식전이재고객삼여신복무개발과정화창신적효지간가능적중개궤제진행료문헌종술，병탐토료인과모호성화지식충돌재고객삼여、지식전이이급창신적효개선관계중적조절작용。최후，기우권변관리적시각，구조료이지식전이위중개궤제적고객삼여복무창신화창신적효관계적이론모형，병지출료연구적불족화미래적연구방향。
This paper defines customer involvement in service innovation and customer knowledge transfer by way of intensive literature review, and makes in-depth study of the theoretical foundations of the customer knowledge transfer. Furthermore, the paper explores the mediating effect of customer knowledge transfer in the relationship between customer involvement and innovation performance as well as the moderating effects of casual ambiguity and knowledge conflict in the relationships among those constructs mentioned above. Finally, the paper develops a theoretical model of customer involvement and innovation performance by integrating the mediating and moderating mechanisms from perspective of customer knowledge transfer, and points out the limitation and future research directions.
