中小企业隐性客户知识的管理

隐性客户知识可以有效地帮助中小企业进行创新,适应市场竞争,实现企业价值。中小企业应加强对隐性客户知识的管理,从隐性客户知识的获取、挖掘、共享入手,通过建立相应的激励机制来保证企业员工能够充分掌握,使其发挥最大的效用。     

Communicating new product development openness – The impact on consumer perceptions and intentions

This article explores how firms can foster positive consumer inferences by communicating their new product development (NPD) openness. In particular, it analyzes inferences about a firm’s customer orientation, ability to develop high-quality products and innovativeness. Previous research has focused on examining inferences derived from cues about consumer contributions to the external design of products. This article extends current knowledge (i) by analyzing inferential processes when customer participation goes beyond external product design and affects functionality and (ii) by considering other forms of openness, namely expert contributions to NPD. The results of two experiments show that, in general, customer participation in NPD effectively triggers customer orientation inferences, while expert participation leads to inferences about a firm’s ability to develop high-quality products only in specific settings. Finally, counter to previous research, communicating external participation does not seem to be an effective cue to infer innovativeness for functional product contributions.     

Development and validation of the Legitimate Monitoring and Control Questionnaire (LMCQ)

In this paper, we present the multidimensional Legitimate Monitoring and Control Questionnaire (LMCQ), which is based on social-exchange and institutional theory. Our aim was to develop and validate a widely applicable leadership inventory that accounts for comparable criterion variance as transformational leadership. While transformational leadership scales emphasize charismatic or visionary behavior, the basis for the LMCQ is the belief that perceptions of control legitimacy are essential and lead to high-quality social-exchange relationships between supervisors and subordinates. To build the dimensions comprising the LMCQ, an exploratory study (study 1, 38 respondents) was conducted to investigate which kinds of socioemotional benefits actually drive subordinates' perceptions of control legitimacy. The interview data were used to compile an initial item pool that was condensed as a subsequent step (study 2, 494 respondents). Lastly, the resulting measurement instrument representing six dimensions of legitimacy-enhancing supervisory behavior was validated (study 3, 936 respondents).     

Market Orientation,Ownership Type,and E‐Business Assimilation: Evidence from Chinese Firms

While more and more firms have implemented e‐business in business operations, a better understanding of the factors that successfully drive the assimilation of e‐business will provide insights for firm executives and practitioners to develop effective strategies for e‐business. Different from previous studies that focus on individual‐level factors related to business executives and top management teams, this study examines how firm‐level strategic and cultural factors shape e‐business assimilation. Based on the strategy and marketing literature on market orientation and firm ownership, we developed a research model to describe how a firm's market orientation impacts e‐business assimilation. The model also describes the moderating effect of firm ownership type on the relationship between market orientation and e‐business assimilation. Based on data from 301 Chinese international trade firms, we found that two dimensions of market orientation (i.e., customer orientation, competitor orientation) had significant effects on e‐business assimilation. However, the third dimension, interfunctional coordination, was only partially significant. In addition, ownership type was a significant moderator of the effects of customer orientation and competitor orientation on e‐business assimilation, although ownership type was not a moderator of interfunctional coordination. Being one of the first studies of the impact of market orientation and firm ownership type on e‐business assimilation, we conclude with a discussion of the implications for future research and practice.     

不同情商水平下领导行为与员工组织承诺关系的实证研究

结合对变革型/交易型领导以及员工组织承诺的理论分析,本论文将情商作为调节变量引入领导效果研究的模型,认为领导与下属的情商会促进或阻碍特定领导风格作用的发挥.对六家企业内241对上下级(95个部门经理及他们的241个直接下属)样本数据的统计分析表明,高领导者情商同时有助于交易型和变革型领导行为的实施而获得下属的组织承诺;高下属情商有助于员工识别交易型领导的实质而指导他们对组织的情感性承诺.     

基于顾客感知价值的服务企业竞争力探析

随着服务业在社会经济发展中的地位日益突出,服务企业竞争力问题开始引起学术界关注。本文将顾客感知价值嵌入传统的企业战略研究范式之中,阐述了顾客感知价值与企业竞争力的关系;在剖析了顾客感知价值概念及其决定因素的基础上,结合服务的基本特性提出了通过改善顾客感知价值提升服务企业竞争力的策略。     

Ramifications of Monitoring Service Quality Through Passively Solicited Customer Feedback*

It is common for service providers to collect data from customers as part of efforts to monitor quality. Often, this data is passively collected, meaning (a) any solicitation of feedback is done without direct customer interaction, and (b) the customer initiates any response given. Examples include customer comment cards, toll-free telephone numbers, and comment links on World Wide Web pages. This article compares passive data collection with active methods (e.g., interviews and mail surveys). Passive methods generally have lower response rates and are inherently biased, but have cost and sample frame advantages when used to monitor quality on a continuous basis. Despite the biased nature of passive methods, this article describes the successful validation of a common customer-response model with passively collected empirical data. The model is expanded to consider the impact of complaint and compliment solicitation on customers' evaluation of the service provider. Results show that this impact is negative, and that customers who spontaneously register complaints generally record higher ratings of the service provider than customers who complain in response to a complaint solicitation. Discussion and conclusions are given.     

The Economic Payout Model for Service Guarantees

Service guarantees consist of a promise to a customer (marketing), the delivery of a service to the customer (operations), and actions to appease the customer when service failures happen (recovery). A part of recovery involves offering the customer an economic and/or noneconomic payout when things go wrong. When the economic payout is too high or low, the impact on the organization and the customer is usually negative. Therefore, determining the size of the economic payout is of critical strategic and tactical importance in businesses. Yet, no systematic quantitative methods are found in the literature to help managers determine the economic payout for service failures. The current ways an economic payout is determined are management judgment, the consensus of customer focus groups, competitive benchmarking, and the use of simple expected value methods. In this article, we define the Economic Payout Model for Service Guarantees (EPMSG) that provides an optimal service guarantee economic payout under certain conditions. The EPMSG and its objective function considers customer revenue over the short‐ and long‐term, the cost of creating and providing the service, the cost of recovery, the probability of a service failure, and the probability of customer retention as a function of economic payout. A numerical example is provided of how EPMSG works. Customer retention probability distributions are examined assuming normal and gamma distributions. We end the article by describing the theoretical contributions, model limitations, managerial implications, and opportunities for future research.