服务评价与服务创新对策实证分析

Service Evaluation and Innovation in Technology Business Incubators:An Empirical Study

本文基于对150余家被孵企业的调查与分析,通过服务的重要性、有效性二个维度对孵化器服务的满意度进行了评价。结果表明,被孵企业较满意孵化器所提供的提升知名度、优惠租金、交通位置、名声信誉、政策信息、展会交易等基础服务,而对于企业培训、业务信息、产品宣传、交流平台、推荐中介、投资融资等高端服务较不满意。因此,孵化器服务创新的对策有:通过建立资源网络提供资源、通过培训培育增加企业的能力进而促进其发展等。

The analysis of survey data for service satisfaction measured by service importance and service effectiveness from about 150 senior managers of incubated firms shows：Some services provided by the incubator are ranked high in satisfaction,such as enhancing firms＇visibility,giving preferential rents,good traffic location,reputation for credibility,providing policy information,organizing trade exhibitions;Some services are low in satisfaction ranking,such as business training,providing business information,assistance in product promotion,constructing exchange platforms,introducing intermediary agencies,financing and investment supports.Innovated services are introduced to improve satisfaction level,including the establishment of networks for providing funds,information and other resources,developing the core capability of incubated firms.