企业服务创新源泉及其发展演进研究
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摘要
创新是如何发生的,创新源于何处?企业各种服务创新的原始创意是由谁最先提出来的?激发创新思维的信息是由谁发现的?企业服务创新是如何发展演进的,有无规律可循?解决上述一系列问题是本研究的出发点和落脚点。
进入21世纪,全球经济向以信息经济、知识经济、网络经济为主的服务经济转型趋势愈来愈明显,服务业在国民经济发展中占据着越来越重要的地位,已成为经济增长、生产效率提升和解决就业的重要推力。而服务创新是企业创造卓越绩效、维持长期竞争优势的关键。企业要想确保其在市场竞争中的核心优势,必须持续关注其产品与服务质量和服务流程的有效性,不断进行服务创新。许多跨国企业已经将竞争重点转向服务创新,力图借助服务创新增强自身竞争力。
实践呼唤理论指引,也为理论的发展提供土壤。服务创新已成为企业创新实践中的重要部分和前沿领域,必然推动服务创新的相关理论研究。目前,国内外有关企业服务创新的研究内容大体集中在服务创新策略、方法、模式、特性、过程、类型、客户参与性、科技对服务创新的影响、服务创新与人力资源管理、TQM与服务创新的关系、ICT对服务创新的影响等方面。在服务创新来源、发展条件及演进规律这几个方面的研究则相对欠缺的,而这些研究对于企业优化服务创新环境、把握服务创新动态、引导服务创新方向有重要的应用价值。
研究内容。(1)企业创新来源分析。通过对国内外众多知名企业创新成功经验的研究梳理,将企业服务创新来源大致归纳为消费者、基层员工、管理者、第三方合作伙伴、竞争对手等。(2)企业服务创新流程演进阶段及其发展条件研究。在对服务创新来源分析的基础上,构造出企业服务创新源泉循环流动路径图。(3)从服务创新对技术创新的依赖程度、创新所需资源获取的难易程度和创新新颖程度三个维度提出服务创新等级的划分标准,构建出企业服务创新的“服务创新等级三维模型”；探讨创新等级与服务创新源泉的具体关系。(4)从实证角度分析了企业服务创新源泉对企业创新能力的具体影响。基于企业服务创新源泉,利用企业实地调查数据剖析创新源泉对企业服务创新能力提升的具体影响及作用机制。
主要研究方法。本文通过文献研究梳理分析国内外服务创新产生、演化方面的研究成果。通过分析了大量的企业服务创新案例,找出这些成功案例所具有的共性,揭示服务创新的演进规律。通过对服务企业高层领导、服务提供部门的中层领导以及与服务创新相关的一线服务人员的访谈调查收集数据,以企业服务创新能力为因变量,企业服务创新源泉如消费者、高层领导者的创新意识和创新意愿、第三方机构对企业服务创新的影响、中基层管理者创新意愿及创新活动参与性、信息通讯技术(ICT技术)等因素为自变量,构建Logistic模型对企业服务创新的影响因素进行实证分析。
主要结论。1.从服务创新概念的界定出发,在全面梳理国内外不同学者对服务创新的不同定义的基础上,提出了本研究对企业服务创新概念的具体界定。即企业服务创新较为明显的表现是企业服务人员改变以往的生产或工作方式,顾客也有可能改变以往的服务接受方式。从技术角度分析则表现为该服务产品采用了更为先进的技术,该技术媒介的引入使得原有服务产品生产效率更高、质量更优、客户更加满意,同时要求员工也应持续学习,率先掌握新技术,熟练使用新媒介,以帮助顾客更好地接受该项新服务。具备上述特点的新服务产品或服务创新活动,本研究均界定为企业服务创新
2.在做大量案例分析的基础上,绘制出企业服务创新源泉构成图,把企业服务创新原始思想的创意来源划分为内部来源和外部来源两大方面。在此基础上参考徐明教授(2011)主持完成的上海市科技发展基金软科学项目《服务创新方法及规律研究》的基本研究成果,对企业服务创新源泉及其发展演进提炼出如下规律性认识：(1)消费者需求是企业服务创新的出发点和落脚点；(2)基层员工是企业服务创新信息的内部捕捉源,是把握市场动向、捕捉消费者需求反馈、挖掘创新思维信息的重要主体；(3)竞争对手是不断催生企业服务创新思维的外在压力源；(4)管理者和企业高层是企业创新的内部驱动源,高层管理者是企业创新的倡导者和内部推动者,中层和基层管理人员则是创新意图的贯彻执行者,他们是企业创新的内部驱动源；(5)第三方人员是将创新思维转化为现实产品的外部智力源,协作创新已成为当前企业利用外部智力资源进的一种重要方式；(6)信息通讯技术(ICT)对企业服务创新的影响有目共睹,已成为企业服务创新重要的技术性源泉而存在。(7)与企业产品或技术创新类似,企业服务创新同样需要遵循一定的流程,经历必要的发展阶段。(8)企业管理创新是服务创新的助推器。
对于如何挖掘企业服务创新源泉,企业可以从如下方面入手：(1)挖掘消费者需求,从根本上再造消费市场；(2)发挥管理者的创新管理职能,为下属创新提供资源支持；(3)组建企业服务创新管理团队——服务创新管理部,培训专职人员辨识最具潜力的创新源泉；(4)对服务现场的直接观察和思考可以促进企业萌发创新思想；(5)阅览书籍、报刊、杂志及网络媒体,与工作实践结合,能更有效第激发创新灵感。(6)交流辩论、模仿学习等也是挖掘创新源泉的有效方法。
从企业服务创新创意核心来源即消费者需求出发,构造了“基于创新源泉的企业服务创新流程演进示意图”,基本涵盖了企业服务创新原始思想的各种来源。结合该图,进一步探讨了服务创新源泉演进过程需经历的需求分析、需求获取、需求评估、需求转化、需求验证及需求满足共六个阶段,并详细分析了每个阶段需要做的工作和具体发展演进条件。
从企业服务创新所需资源获取难易程度、创新新颖程度以及创新对技术的依赖程度三个方面构建了服务创新发展演进的三维度模型,依据该模型对企业服务创新做了五个层次的划分。具体为微型、模仿学习型、拓展型、越位型和巨型服务创新共五个等级。并依据该模型给出了企业服务创新等级划分的具体参考标准和企业服务创新等级应用参照表。
主要创新之处。(1)全面分析了企业服务创新源泉基本构成并勾勒出其流动路径；(2)剖析了企业服务创新演进的主要过程及其制约条件；(3)构建了企业服务创新等级三维模型,推出了等级评价标准。
How does innovation happen? What is the source of service innovation? Who was the first to raise the original creative ideas of service innovation? What are the principles of the development and evolutionary laws in service innovation? Finding answers to this series of problems was our goal in this research.
Entering the21st century, the trends of global economy transition to services economy with main characteristics of an information economy, knowledge economy, network economy become more and more evident. Service industry occupies an increasingly important position in the development of the national economy, has become a major thrust in improving economic growth, productivity and employment. Service innovation is the key to create excellent performance and to maintain long-term competitive advantage. In order to keep their core strengths in the market competition, enterprises must continue to focus on their service innovation to ensure effectiveness of the service process. Many transnational companies have shifted its focus to service innovation, trying to use service innovation to improve their competitiveness.
Practice calls for developing the guidelines of theory, but also provides theory with soil to develop. Service innovation has become an important part of the innovation practice of enterprise and frontier areas, which will promote theory research on service innovation. At present, the research of enterprise service innovation focused on service innovation strategy, service innovation method, service innovation model, customer participation, service innovation process, types of service innovation, the impact of technology on service innovation, service innovation and human resource management, TQM and service innovation, the impact of ICT on service innovation, and so on. The studies on sources of service innovation, development conditions and evolutionary rules of service innovation are relatively few. These studies are important for enterprise to optimize their service innovation environment, to understand their services innovation dynamics, and to capitalize their service innovation orientation.
The research content.
(1) Analysis on sources of innovation in enterprises.
Through the study of successful experiences in innovation of many famous enterprises at home and abroad, enterprise service innovation sources generally can be divided into consumers, workers, managers, partners, competitors and other third parties.
(2) Study on the evolution stages in enterprise in terms of service innovation processes and its development conditions.
To construct the circulation paths of enterprise service innovation source based on analysis of services innovation sources.
(3) To build enterprise service innovation "three-dimensional model of service innovation" from the reliance of services innovation on technical innovation, ease of access to the required resources and innovation novelty three dimensions.
(4) Empirical analysis of the influence factors of enterprise service innovation. We used field survey data to analyze the factors affecting enterprise innovation capability and their mechanism of action.
The major research methods.
This thesis combines literature on evolution of service innovation at home and abroad. Through the analysis of a large number of cases, we have identified the commonalities of these success stories, and revealed the evolution principles of service innovation. We collected the data through conducting interviews with service enterprises'senior leaders, and middle level management of service providing sector and service personnel. We used enterprise service innovation capacity as dependent variable, enterprise service innovation source, such as consumer, and senior who led innovation awareness and innovation wishes, and third party body on enterprise service innovation of effect, and managers innovation wishes and the innovation activities participation, and information communications technology (ICT technology) as independent variable, to build the logistic model to analyze the influencing factors of service innovation.
The results are as follows:
(1) The consumers'needs are the main source of service innovation. All innovations are created based upon the consumers'needs. The service innovation relies greatly on the identification and delivery of consumers' needs.
(2) Entrepreneurship is indispensable to major service innovations which are always raised and driven by senior managers. The degree of service innovation is ultimately determined by the resource allocation ability of senior managers, because such an ability can be implemented by duly authorization which also derives more innovation ideas.
(3) The application of ICT calls for more and more innovations on shifting service interface. Such a shift has become the tendency of service innovation development.
(4) Management innovation has become the booster of service innovation. The updating of management system especially the proper reward and punishment scheme is effective to service innovation.
(5) The harmonious organizational atmosphere and the corporate culture provides objective conditions for service innovation.
(6) ICT is the source of technology for service innovation.
(7) To innovate in service enterprise, we must abide by some principles.
(8) Innovation in management is helpful to service innovation in enterprise.
The main innovations are:
(1) a comprehensive analysis of service innovation source of enterprise and model of the flow path,
(2) analysis of the evolution of enterprise service innovation process and its constraints,
(3) construct of a three dimensional model of enterprise service innovation level, and introduced rating standard.
进入21世纪,全球经济向以信息经济、知识经济、网络经济为主的服务经济转型趋势愈来愈明显,服务业在国民经济发展中占据着越来越重要的地位,已成为经济增长、生产效率提升和解决就业的重要推力。而服务创新是企业创造卓越绩效、维持长期竞争优势的关键。企业要想确保其在市场竞争中的核心优势,必须持续关注其产品与服务质量和服务流程的有效性,不断进行服务创新。许多跨国企业已经将竞争重点转向服务创新,力图借助服务创新增强自身竞争力。
实践呼唤理论指引,也为理论的发展提供土壤。服务创新已成为企业创新实践中的重要部分和前沿领域,必然推动服务创新的相关理论研究。目前,国内外有关企业服务创新的研究内容大体集中在服务创新策略、方法、模式、特性、过程、类型、客户参与性、科技对服务创新的影响、服务创新与人力资源管理、TQM与服务创新的关系、ICT对服务创新的影响等方面。在服务创新来源、发展条件及演进规律这几个方面的研究则相对欠缺的,而这些研究对于企业优化服务创新环境、把握服务创新动态、引导服务创新方向有重要的应用价值。
研究内容。(1)企业创新来源分析。通过对国内外众多知名企业创新成功经验的研究梳理,将企业服务创新来源大致归纳为消费者、基层员工、管理者、第三方合作伙伴、竞争对手等。(2)企业服务创新流程演进阶段及其发展条件研究。在对服务创新来源分析的基础上,构造出企业服务创新源泉循环流动路径图。(3)从服务创新对技术创新的依赖程度、创新所需资源获取的难易程度和创新新颖程度三个维度提出服务创新等级的划分标准,构建出企业服务创新的“服务创新等级三维模型”；探讨创新等级与服务创新源泉的具体关系。(4)从实证角度分析了企业服务创新源泉对企业创新能力的具体影响。基于企业服务创新源泉,利用企业实地调查数据剖析创新源泉对企业服务创新能力提升的具体影响及作用机制。
主要研究方法。本文通过文献研究梳理分析国内外服务创新产生、演化方面的研究成果。通过分析了大量的企业服务创新案例,找出这些成功案例所具有的共性,揭示服务创新的演进规律。通过对服务企业高层领导、服务提供部门的中层领导以及与服务创新相关的一线服务人员的访谈调查收集数据,以企业服务创新能力为因变量,企业服务创新源泉如消费者、高层领导者的创新意识和创新意愿、第三方机构对企业服务创新的影响、中基层管理者创新意愿及创新活动参与性、信息通讯技术(ICT技术)等因素为自变量,构建Logistic模型对企业服务创新的影响因素进行实证分析。
主要结论。1.从服务创新概念的界定出发,在全面梳理国内外不同学者对服务创新的不同定义的基础上,提出了本研究对企业服务创新概念的具体界定。即企业服务创新较为明显的表现是企业服务人员改变以往的生产或工作方式,顾客也有可能改变以往的服务接受方式。从技术角度分析则表现为该服务产品采用了更为先进的技术,该技术媒介的引入使得原有服务产品生产效率更高、质量更优、客户更加满意,同时要求员工也应持续学习,率先掌握新技术,熟练使用新媒介,以帮助顾客更好地接受该项新服务。具备上述特点的新服务产品或服务创新活动,本研究均界定为企业服务创新
2.在做大量案例分析的基础上,绘制出企业服务创新源泉构成图,把企业服务创新原始思想的创意来源划分为内部来源和外部来源两大方面。在此基础上参考徐明教授(2011)主持完成的上海市科技发展基金软科学项目《服务创新方法及规律研究》的基本研究成果,对企业服务创新源泉及其发展演进提炼出如下规律性认识：(1)消费者需求是企业服务创新的出发点和落脚点；(2)基层员工是企业服务创新信息的内部捕捉源,是把握市场动向、捕捉消费者需求反馈、挖掘创新思维信息的重要主体；(3)竞争对手是不断催生企业服务创新思维的外在压力源；(4)管理者和企业高层是企业创新的内部驱动源,高层管理者是企业创新的倡导者和内部推动者,中层和基层管理人员则是创新意图的贯彻执行者,他们是企业创新的内部驱动源；(5)第三方人员是将创新思维转化为现实产品的外部智力源,协作创新已成为当前企业利用外部智力资源进的一种重要方式；(6)信息通讯技术(ICT)对企业服务创新的影响有目共睹,已成为企业服务创新重要的技术性源泉而存在。(7)与企业产品或技术创新类似,企业服务创新同样需要遵循一定的流程,经历必要的发展阶段。(8)企业管理创新是服务创新的助推器。
对于如何挖掘企业服务创新源泉,企业可以从如下方面入手：(1)挖掘消费者需求,从根本上再造消费市场；(2)发挥管理者的创新管理职能,为下属创新提供资源支持；(3)组建企业服务创新管理团队——服务创新管理部,培训专职人员辨识最具潜力的创新源泉；(4)对服务现场的直接观察和思考可以促进企业萌发创新思想；(5)阅览书籍、报刊、杂志及网络媒体,与工作实践结合,能更有效第激发创新灵感。(6)交流辩论、模仿学习等也是挖掘创新源泉的有效方法。
从企业服务创新创意核心来源即消费者需求出发,构造了“基于创新源泉的企业服务创新流程演进示意图”,基本涵盖了企业服务创新原始思想的各种来源。结合该图,进一步探讨了服务创新源泉演进过程需经历的需求分析、需求获取、需求评估、需求转化、需求验证及需求满足共六个阶段,并详细分析了每个阶段需要做的工作和具体发展演进条件。
从企业服务创新所需资源获取难易程度、创新新颖程度以及创新对技术的依赖程度三个方面构建了服务创新发展演进的三维度模型,依据该模型对企业服务创新做了五个层次的划分。具体为微型、模仿学习型、拓展型、越位型和巨型服务创新共五个等级。并依据该模型给出了企业服务创新等级划分的具体参考标准和企业服务创新等级应用参照表。
主要创新之处。(1)全面分析了企业服务创新源泉基本构成并勾勒出其流动路径；(2)剖析了企业服务创新演进的主要过程及其制约条件；(3)构建了企业服务创新等级三维模型,推出了等级评价标准。
How does innovation happen? What is the source of service innovation? Who was the first to raise the original creative ideas of service innovation? What are the principles of the development and evolutionary laws in service innovation? Finding answers to this series of problems was our goal in this research.
Entering the21st century, the trends of global economy transition to services economy with main characteristics of an information economy, knowledge economy, network economy become more and more evident. Service industry occupies an increasingly important position in the development of the national economy, has become a major thrust in improving economic growth, productivity and employment. Service innovation is the key to create excellent performance and to maintain long-term competitive advantage. In order to keep their core strengths in the market competition, enterprises must continue to focus on their service innovation to ensure effectiveness of the service process. Many transnational companies have shifted its focus to service innovation, trying to use service innovation to improve their competitiveness.
Practice calls for developing the guidelines of theory, but also provides theory with soil to develop. Service innovation has become an important part of the innovation practice of enterprise and frontier areas, which will promote theory research on service innovation. At present, the research of enterprise service innovation focused on service innovation strategy, service innovation method, service innovation model, customer participation, service innovation process, types of service innovation, the impact of technology on service innovation, service innovation and human resource management, TQM and service innovation, the impact of ICT on service innovation, and so on. The studies on sources of service innovation, development conditions and evolutionary rules of service innovation are relatively few. These studies are important for enterprise to optimize their service innovation environment, to understand their services innovation dynamics, and to capitalize their service innovation orientation.
The research content.
(1) Analysis on sources of innovation in enterprises.
Through the study of successful experiences in innovation of many famous enterprises at home and abroad, enterprise service innovation sources generally can be divided into consumers, workers, managers, partners, competitors and other third parties.
(2) Study on the evolution stages in enterprise in terms of service innovation processes and its development conditions.
To construct the circulation paths of enterprise service innovation source based on analysis of services innovation sources.
(3) To build enterprise service innovation "three-dimensional model of service innovation" from the reliance of services innovation on technical innovation, ease of access to the required resources and innovation novelty three dimensions.
(4) Empirical analysis of the influence factors of enterprise service innovation. We used field survey data to analyze the factors affecting enterprise innovation capability and their mechanism of action.
The major research methods.
This thesis combines literature on evolution of service innovation at home and abroad. Through the analysis of a large number of cases, we have identified the commonalities of these success stories, and revealed the evolution principles of service innovation. We collected the data through conducting interviews with service enterprises'senior leaders, and middle level management of service providing sector and service personnel. We used enterprise service innovation capacity as dependent variable, enterprise service innovation source, such as consumer, and senior who led innovation awareness and innovation wishes, and third party body on enterprise service innovation of effect, and managers innovation wishes and the innovation activities participation, and information communications technology (ICT technology) as independent variable, to build the logistic model to analyze the influencing factors of service innovation.
The results are as follows:
(1) The consumers'needs are the main source of service innovation. All innovations are created based upon the consumers'needs. The service innovation relies greatly on the identification and delivery of consumers' needs.
(2) Entrepreneurship is indispensable to major service innovations which are always raised and driven by senior managers. The degree of service innovation is ultimately determined by the resource allocation ability of senior managers, because such an ability can be implemented by duly authorization which also derives more innovation ideas.
(3) The application of ICT calls for more and more innovations on shifting service interface. Such a shift has become the tendency of service innovation development.
(4) Management innovation has become the booster of service innovation. The updating of management system especially the proper reward and punishment scheme is effective to service innovation.
(5) The harmonious organizational atmosphere and the corporate culture provides objective conditions for service innovation.
(6) ICT is the source of technology for service innovation.
(7) To innovate in service enterprise, we must abide by some principles.
(8) Innovation in management is helpful to service innovation in enterprise.
The main innovations are:
(1) a comprehensive analysis of service innovation source of enterprise and model of the flow path,
(2) analysis of the evolution of enterprise service innovation process and its constraints,
(3) construct of a three dimensional model of enterprise service innovation level, and introduced rating standard.
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