基于东方管理的服务创新与服务利润链实证研究:以通信服务业为例

创新已经成为国内通信服务企业的竞争利器,探讨创新影响企业内部运作、外部顾客满意度和企业绩效的路径和模式.本文以河南省新联通为例,运用调查研究方法和案例研究方法,探讨基于东方管理的服务创新与员工满意、顾客满意和绩效之间的关系.本文得到如下结论:(1)基于东方管理思想的"内部服务创新-员工满意-顾客满意-企业绩效"的服务利润链路径得到验证,但强度较弱,这表明东方管理思想和服务创新理论在国内通信服务企业的应用是有效的,但其作用有待提升;(2)内部和外部服务创新通过直接和间接两条路径影响企业绩效;(3)内部创新影响路径(内部服务创新→员工满意→顾客满意→企业绩效)的强度小于外部创新影响路径(外部服务创新→顾客满意→企业绩效)的强度,表明针对员工的内部服务创新还未成为当前国内通信服务企业创新的重点;(4)除了创新对绩效的间接影响外,内部服务创新和外部服务创新会直接影响企业绩效,这表明国内通信服务企业的创新可能仍倾向于绩效导向,而非顾客导向,即表现出行为短期化.

An Empirical Study on Service Innovation and Service Profit Chain Based on Orientation Management: Lessons from Communication Service Industry

This paper studies the relationship among service innovation, employee satisfaction, customer satisfaction and firm performance based on orientation management by using large-scale survey data from Henan Unicom. Main findings are as followings: (1) The path of "internal service innovation-employee satisfaction-eustomer satisfaction-firm performance" was supported but the relationship was weak, which manifested that orientation management and service innovation are effective in domestic communication service industry. (2) Interval innovation exerts its impact on firm performance through direct and indirect way. (3) Intensity of internally influence (internal service innovation→employee satisfaction→customer satisfaction→firm performance) is stronger than externally influence (external service innovation→ customer satisfaction→ firm performance), which demonstrate that internal service innovation has not been focus of innovation activities in domestic communication service firms.(4) Besides indirect impact of innovation on performance, beth internal and external service innovation will have impact on firm performance directly, which demonstrate that service innovation of domestic communication service finns is performance-oriented but not customer-orientated.