基于顾客心理资本视角的顾客参与服务创新与顾客知识转移研究——文献综述与模型构建

Study of the Relationship between Customer Involvement in Service Innovation and Knowledge Transfer in Perspective of Customer Psychological Capital： Literature Review and Model Development

随着经济全球化和竞争的加剧，企业从事新服务开发的压力也越来越大。服务创新过程需要依赖顾客知识，吸收用户参与对新服务开发的成功至关重要。本文通过文献梳理，从4个方面对顾客参与服务创新和顾客知识转移的关系进行了研究，并基于顾客心理资本的视角，构造以顾客心理资本的4个维度为中介机制的理论模型，最后指出了研究的不足和未来的研究方向。

With the globalization and increased competition, the pressure of new service development is also increasing accordingly. The service innovation depends much more heavily on customer knowledge given the enolution of customers＇ roles in business. As a result, customer involvement becomes the key to success of new service development nowadays. This paper conducts both extensive and intensive literature review in the field concerned and explores the relationship between customer participation and knowledge transfer. And then a conceptual model is developed by focusing on the mediating mechanism of the four-dimension model of customer phychological capital based on theories of social capital. Finally, this paper points out the limitations and the future research directions.