服务创新过程中顾客知识管理测量工具研究:量表的开发及检验——以移动通信服务业为例

Customer Knowledge Management's Measurement Tool Research in Service Innovation Process: Scale development and Verification——based on the study of mobile communication service industry

顾客知识管理是服务创新过程中不可缺少的环节,服务创新中顾客知识管理的测量问题愈发显得突出。本研究通过实证研究构建了服务创新过程中顾客知识管理的测量量表。得到了包括顾客需要知识的管理、关于顾客知识的管理、顾客拥有知识的管理、与顾客共同创造知识的管理在内的四个维度、每个维度有两个因子的测量工具。实证分析结果表明,量表具有较好的信度和效度。同时也阐述了该量表在服务创新中的应用。

Customer knowledge management （CKM） is a necessary part in service innovation process and the measurement of it seems outstanding. Through empirical research, this paper constructs the scale of CKM in the process of service innovation. And this paper finds four dimensions of CKM： management of knowledge for customer, management of knowledge about customer, management of knowledge from customer, management of knowledge co-creation with customer, each of which has two factors. The empirical results show that the developed scale has good reliability and validity. This paper also describes the use of the scale in service innovation.