| 顾客参与和服务创新关系研究:基于服务过程中知识转移的视角 |
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| 引用本文： | 张若勇,刘新梅,张永胜.顾客参与和服务创新关系研究:基于服务过程中知识转移的视角[J].科学学与科学技术管理,2007,28(10):92-97. |
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| 作者姓名： | 张若勇 刘新梅 张永胜 |
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| 作者单位： | 西安交通大学,管理学院,西安,710049 |
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| 基金项目： | 西安交通大学“985工程”项目(07200701) |
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| 摘 要： | 顾客是服务企业重要的创新思想来源,顾客与企业之间的互动过程会影响到服务创新绩效。在服务交互的情景下,基于知识转移的视角,提出了顾客参与的三个维度如何影响顾客知识转移,并进一步影响服务创新绩效的研究框架,揭示了顾客参与服务过程与服务创新绩效的关系。
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| 关 键 词： | 服务过程 顾客参与 顾客知识 知识转移 服务创新绩效 |
| 文章编号： | 1002-0241（2007）10-0092-06 |
| 修稿时间： | 2007-04-22 |
Customer Participation and Service Innovation Performance: the Perspective of Customer Knowledge Transfer during Service Process |
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| ZHANG Ruoyong,LIU Xinmei,ZHANG Yongsheng.Customer Participation and Service Innovation Performance: the Perspective of Customer Knowledge Transfer during Service Process[J].Science of Science and Management of S.& T.,2007,28(10):92-97. |
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| Authors: | ZHANG Ruoyong LIU Xinmei ZHANG Yongsheng |
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| Abstract: | Customer is an important source of new ideas to innovation for service firms, and the interaction between customer and service firms will affect on service innovation performance. Under the context of service interaction and from a knowledge transfer perspective, we established a framework consisting of customer participation, customer knowledge transfer and service innovation performance. This article investigated how the three dimensions of customer participation affects, and how affects service innovation performance, which shed some light on the path between customer participation and service innovation performance. |
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| Keywords: | service process customer participation customer knowledge knowledge transfer service innovation performance |
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