顾客-企业交互对服务创新的影响:基于组织学习的视角

基于组织学习的视角，提出了解释顾客与服务创新关系的理论框架，分析了顾客-企业交互通过影响组织向顾客学习的动机和行为，进而影响服务创新绩效的路径。对陕西、广东和江苏3个省份的122家服务企业进行问卷调查，实证分析发现：①顾客一企业交互的3个维度，即合作生产、顾客接触和服务定制，与组织向顾客学习之间显著正相关；②这种正向关系受到创新氛围调节影响，创新氛围越强，越容易发挥顾客-企业交互对于组织学习的促进作用；③组织向顾客学习对服务创新绩效有显著的正向影响。

Customer-Firm Interaction and Service Innovation Performance:A Perspective of Organizational Learning from Customers

From an organizational learning perspective,this study establishes a framework explaining the relationship of customers and service innovation,and analyzes the path of customer-firm interaction which influences the service innovation performance by influencing organization's motivations and actions to learn from customers. Following an empirical framework,a survey is developed in 122 Chinese service firms from Shanxi,Guangdong,and Jiangsu. Results indicate that:i) there is strong positive relationship between three dimensions (cooperative production,customer contact,customized service) of customer-firm interaction and organizational learning; ii) the positive relationships are moderated by organizational innovative climate and the more innovative the climate,the stronger the improvement effect; iii) the organizational learning is positive to service innovation performance significantly.