基于互动导向的主动改善对服务创新绩效的影响研究
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摘要
基于互动导向视角,并将主动改善纳入其中,通过结构方程模型分析,探索新时代背景下企业提高服务创新绩效的新途径。研究结果表明,互动导向对服务创新过程绩效既具有直接正向影响,又具有间接正向影响;互动导向对服务创新结果绩效只具有间接正向影响,不具有直接正向影响;互动导向对主动改善具有直接正向影响;主动改善对服务创新过程绩效具有直接正向影响,并在互动导向与服务创新过程绩效之间发挥部分中介作用;主动改善对服务创新结果绩效具有直接正向影响,并在互动导向与服务创新结果绩效之间发挥部分中介作用。
Taking proactive improvement into the relationship of interaction orientation and service innovation performance,an empirical research is implemented with structural equation model analysis to explore the new way of improving service innovation performance under the new times background based on interaction orientation.The results show that Interaction orientation has both direct and indirect positive effect on service innovation process performance.Interaction orientation only has indirect positive effect on service innovation result performance.Interaction orientation has direct positive effect on proactive improvement.Proactive improvement has direct positive effect on service innovation process performance and has a mediating effect between interaction orientation and service innovation process performance.Proactive improvement has direct positive effect on service innovation result performance and has partial mediating effect between interaction orientation and service innovation result performance.
Taking proactive improvement into the relationship of interaction orientation and service innovation performance,an empirical research is implemented with structural equation model analysis to explore the new way of improving service innovation performance under the new times background based on interaction orientation.The results show that Interaction orientation has both direct and indirect positive effect on service innovation process performance.Interaction orientation only has indirect positive effect on service innovation result performance.Interaction orientation has direct positive effect on proactive improvement.Proactive improvement has direct positive effect on service innovation process performance and has a mediating effect between interaction orientation and service innovation process performance.Proactive improvement has direct positive effect on service innovation result performance and has partial mediating effect between interaction orientation and service innovation result performance.
引文
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[18]肖志雄.知识吸收能力对服务创新绩效影响的实证研究——来自服务外包企业的经验证据[J].浙江工商大学学报,2013(6):73~80
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[25]VARGO S L,LUSCH R F.From Repeat Patronage to Value Co-creation in Service Ecosystems:A Transcending Conceptualization of Relationship[J].Journal of Business Market Management,2010,4(4):169~179
[26]GOVINDARAJAN V,KOPALLE P K.Disruptiveness of Innovations:Measurement and an Assessment of Reliability and Validity[J].Strategic Management Journal,2006,27(2):189~199
[27]CORDERO R.The Measurement of Innovation Performance in the Firm:An Overview[J].Research Policy,1990,19(2):185~192
[28]FLINT D J,LARSSON E,GAMMELGAARD B,MENTZER J T.Logistics Innovation:A Customer Value-Oriented Social Process[J].Journal of Business Logistics,2005,26(1):113~147
[29]STANK T P,GOLDSBY T J,VICKERY S K,SAVITSKIE K.Logistics Service Performance:Estimating Its Influence on Market Share[J].Journal of Business Logistics,2003,24(1):27~55
[30]WEERAWARDENA J,MCCOLL-KENNEDY J R.New Service Development and Competitive Advantage:A Conceptual Model[J].Australasian Marketing Journal,2002,10(1):13~23
[31]ORDANINI A,MAGLIO P P.Market Orientation,Internal Process,and External Network:A Qualitative Comparative Analysis of Key Decisional Alternatives in the New Service Development[J].Decision Sciences,2009,40(3):601~625
[32]VOSS C,JOHNSTON R.Measurement of Innovation and Design Performance in Service[Z].1992:40~46
[33]罗胜强,姜嬿.管理学问卷调查研究方法[M].重庆:重庆大学出版社,2014:205~207
[34]FORNELL C,LARCKER D.Evaluating Structural Equation Models with Unobservable Variables and Measurement Error[J].Journal of Marketing Research,1981,18(1):39~50
[2]RAMANI G,KUMAR V.Interaction Orientation and Firm Performance[J].Journal of Marketing,2008,72(1):27~45
[3]韩飞,许政.互动导向、创新意愿与创新能力[J].税务与经济,2012(3):6~10
[4]吴兆春,于洪彦,田阳.互动导向、创新方式与公司绩效——基于珠三角的实证研究[J].中国科技论坛,2013(6):39~44
[5]陈昊雯,李垣,刘衡.互动导向与基于顾客的创新绩效间的关系研究[J].经济体制改革,2011(2):112~116
[6]WALLENBURG C M,LUKASSEN P.Proactive Improvement of Logistics Service Providers as Driver of Customer Loyalty[J].European Journal of Marketing,2011,45(3):438~454
[7]WOODRUFF R B.Customer Value:The Next Source for Competitive Advantage[J].Journal of the Academy of Marketing Science,1997,25(2):139~153
[8]董保宝,李白杨.新创企业学习导向、动态能力与竞争优势关系研究[J].管理学报,2014,11(3):376~382
[9]李光明,钱明辉,苟彦忠.基于互动导向的体验营销策略研究[J].经济体制改革,2010(1):69~74
[10]LIANG R,ZHANG J.The Effect of Service Interaction Orientation on Customer Satisfaction and Behavioral Intention:The Moderating Effect of Dining Frequency[J].Procedia Social and Behavioral Sciences,2011,24(8):1026~1035
[11]刘艳彬,袁平.互动导向与企业绩效关系的实证研究[J].科研管理,2012(8):25~34
[12]吴兆春,于洪彦.互动导向与公司绩效模型构建——基于中国大陆的实证研究[J].企业经济,2013(4):40~44
[13]WALLENBURG C M.Innovation in Logistics Outsourcing Relationships:Proactive Improvement by Logistics Service Providers as a Driver of Customer Loyalty[J].Journal of Supply Chain Management,2009,45(2):75~93
[14]MCNERLLY K M,BARR T F.I Love My Accountants-They’re Wonderful:Understanding Customer Delight in the Professional Services Arena[J].Journal of Service Marketing,2006,20(3):152~159
[15]WALLENBURG C M,KNEMEYER A M,GOLDSBY T J,CAHILL D L.Developing a Scale for Proactive Improvement within Logistics Outsourcing Relationships[J].International Journal of Logistics Management,2010,21(1):5~21
[16]WAGNER S M.Innovation Management in the German Transportation Industry[J].Journal of Business Logistics,2008,29(2):215~231
[17]DEEPEN J M,GOLDSBY T J,KNEMEYER A M,WALLENBURG C M.Beyond Expectations:An Examination of Logistics Outsourcing Goal Achievement and Goal Exceedance[J].Journal of Business Logistics,2008,29(2):75~105
[18]肖志雄.知识吸收能力对服务创新绩效影响的实证研究——来自服务外包企业的经验证据[J].浙江工商大学学报,2013(6):73~80
[19]HSUEH J T,LIN N P,LI H C.The Effects of Network Embeddedness on Service Innovation Performance[J].Service Industries Journal,2010,30(10):1723~1736
[20]AGARWAL S,ERRAMILLI M K,DEV C S.Market Orientation and Performance in Service Firms:Role of Innovation[J].Journal of Services Marketing,2003,17(1):68~82
[21]MONICA H M,HONG J,CHRISTINE S Y.Hospitality Teams:Knowledge Sharing and Service Innovation Performance[J].Tourism Management,2009,30(1):41~50
[22]BITNER M J,OSTROM A L,MORGAN F N.Service Blueprinting:A Practical Technique for Service Innovation[J].California Management Review,2008,50(3):66~94
[23]ORDANINI A,PASINI P.Service Co-production and Value Co-creation:The Case for a Service-oriented Architecture[J].European Management Journal,2008,26(5):289~297
[24]田宇,杨艳玲.互动导向、新服务开发与服务创新绩效之实证研究[J].中山大学学报社会科学版,2014,54(6):202~208
[25]VARGO S L,LUSCH R F.From Repeat Patronage to Value Co-creation in Service Ecosystems:A Transcending Conceptualization of Relationship[J].Journal of Business Market Management,2010,4(4):169~179
[26]GOVINDARAJAN V,KOPALLE P K.Disruptiveness of Innovations:Measurement and an Assessment of Reliability and Validity[J].Strategic Management Journal,2006,27(2):189~199
[27]CORDERO R.The Measurement of Innovation Performance in the Firm:An Overview[J].Research Policy,1990,19(2):185~192
[28]FLINT D J,LARSSON E,GAMMELGAARD B,MENTZER J T.Logistics Innovation:A Customer Value-Oriented Social Process[J].Journal of Business Logistics,2005,26(1):113~147
[29]STANK T P,GOLDSBY T J,VICKERY S K,SAVITSKIE K.Logistics Service Performance:Estimating Its Influence on Market Share[J].Journal of Business Logistics,2003,24(1):27~55
[30]WEERAWARDENA J,MCCOLL-KENNEDY J R.New Service Development and Competitive Advantage:A Conceptual Model[J].Australasian Marketing Journal,2002,10(1):13~23
[31]ORDANINI A,MAGLIO P P.Market Orientation,Internal Process,and External Network:A Qualitative Comparative Analysis of Key Decisional Alternatives in the New Service Development[J].Decision Sciences,2009,40(3):601~625
[32]VOSS C,JOHNSTON R.Measurement of Innovation and Design Performance in Service[Z].1992:40~46
[33]罗胜强,姜嬿.管理学问卷调查研究方法[M].重庆:重庆大学出版社,2014:205~207
[34]FORNELL C,LARCKER D.Evaluating Structural Equation Models with Unobservable Variables and Measurement Error[J].Journal of Marketing Research,1981,18(1):39~50