导　　师： 简兆权

学科专业： 120202

授予学位： 硕士

作　　者： ;

机构地区： 华南理工大学

摘　　要： 企业的实践早己证明，成功的服务创新可以快速提升企业的服务能力，使其在日渐激烈的市场竞争中赢得一席之地，并不断地开拓新市场。本研究在回顾服务创新相关理论中发现，客户作为企业合作方，其积极参与服务生产可能比企业直接投入资源到服务产品的创新还重要。本研究将重点探讨这种客户参与服务生产的环节是如何影响企业服务创新成效继而为企业带来绩效的；另外，传统的服务生产经验认为，客户与服务供应商之间关系属性越是积极，对企业的服务创新绩效影响也越积极，这种关联性存在与否，也是本研究致力于探讨的问题；如何定位共同生产和创新导向在关系属性对服务创新绩效影响路径中所发挥的作用，也是本研究的重点探讨内容。 从目前的研究现状来看，针对关系属性、创新导向、共同生产与服务创新绩效四者之间关系的研究，国内却未有完整的探讨。本研究采用理论演绎与实证问卷调查研究相结合的方法，运用描述性统计分析、信度与效度检验、因素分析、相关分析、以及结构方程模型检验等工具，在回顾众多国内外专家学者关于关系属性、创新导向、共同生产以及服务创新绩效的基础上，以关系属性对服务创新绩效的影响为切入点，深入探讨创新导向和共同生产对关系属性与服务创新绩效的调节与中介作用。为了验证本研究提出的相关理论假设，本研究以珠三角地区服务业为主要研究对象，通过对161家服务型企业的运营主管和中、高层企业干部的问卷调查收集数据，运用SPSS13.0和AMOS8.0等计量统计工具进行数据分析，构建相关变量间的结构方程模型，通过模型要素之间的路径关系进行了假设检验。 通过结构方程模型（SEM）的分析研究结果显示：第一，关系属性对服务创新绩效具有显著的直接积极影响，即企业与服务生产合作方的关系属性越积极，对服务创新绩效提高越有利；第二，共同生产在关系属性对服务创新绩效的影响中起中介作用；第三，创新导向在关系属性对服务创新绩效的影响中起正向调节作用。本研究结果对于人们重新认识服务型企业与客户在新型的服务合作生产模式下，关系属性、创新导向、共同生产和服务创新绩效之间的内在联系具有重要的意义。 Business practice has been proved earlier, successful service innovation can quicklyenhance the service capabilities to win a place in the increasingly fierce market competition,and constantly open up new markets. In reviewing the service innovation theory, this studyfound that customers, business partners, actively involved in the production of services thanenterprises to invest resources to product innovation are also important. This study will focuson the aspects of such customers to participate in service production is affecting theeffectiveness of the enterprise service innovation then performance for the enterprise; Inaddition, the traditional service production experience that attribute the more positive therelationship between customers and service providers, more positive impact on serviceinnovation performance, this correlation exists or not, this study is to explore; how to locate aco-production and innovation-oriented role played by the path of service innovationperformance in a relational property, this study focuses on the content. From the current study the current situation, relationship property, innovation-oriented,co-production and service innovation performance relationship, the country has not a morecomplete discussion. In this study, the method of combining theoretical deduction andempirical survey, the use of descriptive statistical analysis of reliability and validity testing,factor analysis, correlation analysis and structural equation model testing and other tools inthe review of a number of domestic and foreign experts and scholars on the relationshipattributes of service innovation performance on the basis of property relations,innovation-oriented, co-production and service innovation performance, as the starting point,the depth of the regulation and the intermediary role of innovation-oriented and co-productionof the relationship between attributes and service innovation performance. In order to verifythe theoretical assumptions of this study, the services sector of the Pearl River Delta region,the main object of study by the161service enterprises operating executives and seniorcorporate cadres questionnaire to collect data, SPSS13.0and AMOS8.0and other measuringstatistical tools for data analysis, to build a structural equation model among the relevantvariables, hypothesis testing through the path of relations between model elements. By structural equation modeling /(SEM/) analysis results show that:/(1/) the relationshipattribute on service innovation performance has a significant direct positive effect onbusinesses and services production partners the more positive attributes, the more beneficialto improve the service innovation performance;/(2/) innovation oriented in the relationshipbetween attributes of service innovation performance;/(3/) co-production plays an intermediary role in the relationship between attributes of service innovation performance. The results ofthis study is of great significance for the new awareness of the service-oriented businesses andtheir customers in the new service co-production mode, the relationship between property,innovation-oriented, co-production and service innovation performance between the intrinsiclink.

关 键 词： 关系属性 共同生产 创新导向 服务创新绩效

分 类 号： [F270 F224]

领　　域： [经济管理] [经济管理] [经济管理]