摘要
借鉴服务创新的相关理论,在问卷调查和专家访谈的基础上,运用德尔菲技术和层次分析法,从基础管理能力、人力资源、市场营销能力、零供关系维护能力、创新服务内容、服务设施创新能力、自有品牌创新能力、技术创新能力八大方面构建零售企业服务创新能力评价指标体系。对北京华联百货店进行评价,结果表明北京华联百货店服务创新能力处于中等偏上水平,对此从服务内容、技术创新和整体水平方面提出服务创新能力提升对策。
With reference to relevant theory of service innovation, by using Delphic theory and AHP through questionnaire survey and expert interviews, this paper constructs an evaluation index system of retail enterprise service innovation capability. The index system includes 8 factors: basic management ability, human resources, marketing ability, retailer-supplier relationship maintenance, service content innovation ability, service facility innovation ability, self-owned brand innovation ability and tech- nological innovation ability. By evaluating the service innovation capabilities of Beijing Hualian Group (BHG) department stores, the results show that BHG department stores are above the middle level. This paper proposes the measures to improve service in- novation capabilities from service content, technological innovation and whole innovation level.
出处
《北京工商大学学报(社会科学版)》
CSSCI
北大核心
2013年第4期44-49,共6页
JOURNAL OF BEIJING TECHNOLOGY AND BUSINESS UNIVERSITY:SOCIAL SCIENCES
基金
国家社会科学基金项目"促进我国现代服务业发展的对策研究"(13BJY126)
教育部人文社会科学研究规划基金项目"我国现代服务业发展机制及对策研究"(12YJA790117)
北京市哲学社会科学规划重点项目"北京现代服务业发展机制创新研究"(11JGA004)
关键词
零售企业
服务创新能力
虚拟零售
retail enterprises
service innovation capabilities
virtual retail