發(fā)布時間：2018-05-17 01:32

  本文選題：顧客參與 + 供應商參與　； 參考：《哈爾濱工業(yè)大學》2014年碩士論文

【摘要】：在世界經濟一體化的趨勢下，制造企業(yè)所面臨的競爭日益激烈，對于制造企業(yè)而言，為了保持住企業(yè)的競爭優(yōu)勢，服務變得越來越重要。而由于服務本身所具有的無形性和易模仿性，企業(yè)的服務很容易被競爭對手所模仿和復制，因此，服務創(chuàng)新對于制造企業(yè)的作用日益突出。但通過對中國制造企業(yè)的觀察可以發(fā)現(xiàn)，雖然有一些企業(yè)經過服務創(chuàng)新后成功轉型，但也有一些企業(yè)在服務創(chuàng)新過程中并未取得預期的效果。因此，，企業(yè)服務創(chuàng)新績效的影響因素越來越受到企業(yè)的重視。 本研究在回顧服務創(chuàng)新、多主體參與等相關文獻的基礎之上，構建了顧客參與和供應商參與對制造企業(yè)服務創(chuàng)新績效的作用機制模型，研究了顧客參與和供應商參與對服務創(chuàng)新績效的影響以及員工創(chuàng)新行為在該過程中的中介作用和組織創(chuàng)新氛圍對員工創(chuàng)新行為與企業(yè)服務創(chuàng)新績效之間關系的調節(jié)作用。本文通過運用回歸分析等方法，驗證了顧客參與和供應商參與對制造企業(yè)服務創(chuàng)新績效具有正向影響，員工創(chuàng)新行為在顧客參與/供應商參與和服務創(chuàng)新績效之間起到中介作用，組織創(chuàng)新氛圍會對員工創(chuàng)新行為和服務創(chuàng)新績效之間的關系產生正向調節(jié)作用。最后，本文對實證分析的結果進行了討論和解釋，為制造企業(yè)如何通過顧客參與和供應商參與來提高企業(yè)的服務創(chuàng)新績效提出了相關建議。 根據對來自于全國的57家制造企業(yè)樣本的數(shù)據進行實證分析，本研究得出，顧客參與可以提高制造企業(yè)的服務創(chuàng)新績效，其中顧客接觸對服務創(chuàng)新績效中服務內容的影響最明顯，而合作生產對服務創(chuàng)新績效中服務組織、服務柔性、市場績效的影響最明顯；供應商參與的責任水平能夠提高企業(yè)的服務柔性，而供應商參與的信息共享能夠提高企業(yè)的服務組織、服務柔性和市場績效；員工創(chuàng)新行為對顧客參與/供應商參與和服務創(chuàng)新績效之間的大部分關系起到了中介作用；組織創(chuàng)新氛圍對員工創(chuàng)新行為和服務創(chuàng)新績效之間的關系起到調節(jié)作用，其中領導支持對員工創(chuàng)新行為和服務組織、服務柔性、服務內容、市場績效之間的關系都具有調節(jié)作用，組織支持對員工創(chuàng)新行為和服務組織、服務柔性、服務內容之間的關系具有調節(jié)作用，而同事支持只對員工創(chuàng)新行為和服務組織、服務內容之間的關系具有調節(jié)作用。因此，制造企業(yè)在服務創(chuàng)新過程中既要注重外部顧客和供應商的參與，又要注重內部組織創(chuàng)新氛圍的培養(yǎng)，從而提高其服務創(chuàng)新績效。
[Abstract]:Under the trend of world economic integration, manufacturing enterprises are facing increasingly fierce competition. For manufacturing enterprises, in order to maintain their competitive advantage, service becomes more and more important. Because the service itself is invisible and easy to imitate, the service of the enterprise is easy to be copied and copied by the competitors. Therefore, the service innovation plays an increasingly important role in manufacturing enterprises. However, through the observation of Chinese manufacturing enterprises, it can be found that although some enterprises have successfully transformed after service innovation, some enterprises have not achieved the expected results in the process of service innovation. Therefore, enterprises pay more and more attention to the influencing factors of service innovation performance. On the basis of reviewing the related literatures, such as service innovation and multi-agent participation, this study constructs a mechanism model of customer participation and supplier participation on the performance of service innovation in manufacturing enterprises. This paper studies the influence of customer participation and supplier participation on service innovation performance, the intermediary role of employee innovation behavior in the process and the moderating effect of organizational innovation atmosphere on the relationship between employee innovation behavior and enterprise service innovation performance. By means of regression analysis, this paper verifies that customer participation and supplier participation have a positive impact on the service innovation performance of manufacturing enterprises. Employee innovation behavior plays an intermediary role between customer participation / supplier participation and service innovation performance. Organizational innovation atmosphere can positively regulate the relationship between employee innovation behavior and service innovation performance. Finally, this paper discusses and explains the results of empirical analysis, and puts forward some suggestions on how to improve the service innovation performance of manufacturing enterprises through customer participation and supplier participation. Based on the empirical analysis of 57 manufacturing enterprises' sample data, this study concludes that customer participation can improve the service innovation performance of manufacturing enterprises. Customer contact has the most obvious influence on service content in service innovation performance, while cooperative production has the most obvious influence on service organization, service flexibility and market performance in service innovation performance. The responsibility level of supplier participation can improve the service flexibility of the enterprise, while the information sharing of supplier participation can improve the service organization, service flexibility and market performance of the enterprise. Employee innovation behavior mediates most of the relationships between customer participation / supplier participation and service innovation performance, and organizational innovation climate regulates the relationship between employee innovation behavior and service innovation performance. Among them, leadership support can regulate the relationship between employee innovation behavior and service organization, service flexibility, service content, market performance, organization support to employee innovation behavior and service organization, service flexibility, The relationship between service content has moderating effect, while colleagues support only the innovation behavior and service organization of employees, and the relationship between service content can regulate the relationship between service content. Therefore, in the process of service innovation, manufacturing enterprises should not only pay attention to the participation of external customers and suppliers, but also pay attention to the cultivation of internal organizational innovation atmosphere so as to improve their service innovation performance.
【學位授予單位】：哈爾濱工業(yè)大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F425;F274

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