【摘要】：伴隨著旅游經(jīng)濟(jì)的蓬勃發(fā)展，廣大游客對(duì)旅游產(chǎn)品和服務(wù)的要求不斷提升。在這樣一種市場(chǎng)環(huán)境下，服務(wù)創(chuàng)新成為了旅游企業(yè)提升競(jìng)爭(zhēng)力的有效手段。創(chuàng)新活動(dòng)的開展離不開知識(shí)的支撐，外部社會(huì)資本為企業(yè)提供了獲取知識(shí)的新渠道，而內(nèi)部社會(huì)資本則為企業(yè)的知識(shí)整合和知識(shí)創(chuàng)造提供了有力的保障。對(duì)企業(yè)層面的服務(wù)創(chuàng)新研究應(yīng)該從企業(yè)社會(huì)資本和知識(shí)管理的視角加以深入�；�于此，本文將重點(diǎn)考察我國(guó)旅游企業(yè)內(nèi)部社會(huì)資本、知識(shí)管理過程和服務(wù)創(chuàng)新績(jī)效三者的關(guān)系。 本文在對(duì)社會(huì)資本、知識(shí)管理以及服務(wù)創(chuàng)新國(guó)內(nèi)外研究現(xiàn)狀進(jìn)行系統(tǒng)梳理的基礎(chǔ)上，結(jié)合旅游企業(yè)自身發(fā)展的特點(diǎn)，構(gòu)建了旅游企業(yè)內(nèi)部社會(huì)資本、知識(shí)管理過程和服務(wù)創(chuàng)新績(jī)效之間的關(guān)系模型。同時(shí)，采用實(shí)證研究方法，，對(duì)江西省204家旅游企業(yè)（主要包括景區(qū)景點(diǎn)、旅行社、酒店飯店）進(jìn)行問卷調(diào)查，運(yùn)用SPSS17.0進(jìn)行數(shù)據(jù)分析，對(duì)文章中的模型和假設(shè)進(jìn)行了檢驗(yàn)。 研究結(jié)果顯示：（1）旅游企業(yè)內(nèi)部社會(huì)資本的結(jié)構(gòu)維度、關(guān)系維度和認(rèn)知維度對(duì)服務(wù)創(chuàng)新績(jī)效具有正向影響；（2）旅游企業(yè)內(nèi)部社會(huì)資本的結(jié)構(gòu)維度、關(guān)系維度和認(rèn)知維度對(duì)知識(shí)管理具有正向影響；（3）知識(shí)管理過程中的知識(shí)捕獲、知識(shí)編碼、知識(shí)轉(zhuǎn)移和知識(shí)應(yīng)用對(duì)服務(wù)創(chuàng)新績(jī)效具有正向影響；（4）知識(shí)管理在旅游企業(yè)內(nèi)部社會(huì)資本對(duì)服務(wù)創(chuàng)新績(jī)效的影響中起著中介作用。
[Abstract]:With the booming development of tourism economy, tourists' requirements for tourism products and services are increasing. In such a market environment, service innovation has become an effective means for tourism enterprises to enhance their competitiveness. Innovation activities can not be carried out without the support of knowledge. External social capital provides a new channel for enterprises to acquire knowledge, while internal social capital provides a strong guarantee for knowledge integration and knowledge creation. The research on service innovation at enterprise level should be carried out from the perspective of enterprise social capital and knowledge management. Based on this, this paper will focus on the internal social capital, knowledge management process and service innovation performance of tourism enterprises in China. On the basis of systematically combing the status quo of social capital, knowledge management and service innovation at home and abroad, and combining the characteristics of tourism enterprises' own development, this paper constructs the internal social capital of tourism enterprises. The relationship between knowledge management process and service innovation performance. At the same time, using the empirical research method, 204 tourism enterprises in Jiangxi province (mainly including scenic spots, travel agencies, hotels and restaurants) were investigated by questionnaire, and the data were analyzed by SPSS17.0, and the models and hypotheses in the article were tested. The results show that: (1) the structural dimension of the internal social capital of tourism enterprises, the relationship dimension and cognitive dimension have a positive impact on the performance of service innovation; (2) the structural dimension of the internal social capital of tourism enterprises; Relational dimension and cognitive dimension have positive influence on knowledge management. (3) knowledge capture, knowledge coding, knowledge transfer and knowledge application have positive effects on service innovation performance in the process of knowledge management. (4) knowledge management plays an intermediary role in the influence of social capital on service innovation performance.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F592.6

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