服务氛围对顾客知识获取影响路径的实证研究被引量：17

Exploring the effect of service climate on customer knowledge acquisition in service settings

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摘要基于组织学习理论和知识的观点(KBV),本文提出了一个从组织层面上分析服务氛围和顾客知识获取之间关系的框架,揭示了服务氛围通过影响组织的学习意向和关系导向,进而影响顾客知识获取的路径。通过对我国122家服务企业进行问卷调查,实证分析的结果发现:服务氛围对组织学习意向和关系导向均有显著的正向影响,并且这二者都能促进顾客知识的获取,并在服务氛围与顾客知识获取之间起到了部分中介作用。同时,组织的学习意向越强时,越倾向于采取更高程度的关系导向活动。 Based organizational theory and knowledge -based view, this article proposed a framework to analyze the relationship between service climate and customer knowledge acquisition, and threw light on the path from service climate to learning intent and relationship orientation, then to customer knowledge acquisition. On the basis of a survey of 122 service firms, the empirical results show that service climate is positively related to learning intent and relationship orientation, and these two can improve customer knowledge acquisition through oartial mediator role. Meanwhile. learning intent is positively related to relationship orientation.

作者张若勇刘新梅王海珍

机构地区西安交通大学管理学院

出处《科学学研究》 CSSCI 北大核心 2008年第2期350-357,共8页 Studies in Science of Science

基金西安交通大学"985工程"项目资助(07200701)

关键词服务氛围顾客知识知识获取学习意向关系导向 service climate customer knowledge knowledge acquisition learning intent relationship orientation

分类号 F276 [经济管理—企业管理]

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