企业—顾客关系嵌入对顾客参与新服务产品开发绩效研究

Mechanism of Enterprise-Customer Relationship Embedded on the Customer Participation in New Service Product Development Performance

顾客参与已被认为是成功开发新服务产品开发(NPD)的一个关键因素。然而,很少有关于顾客参与如何影响新服务产品开发绩效的实证研究。基于创新管理和社会网络的文献,通过结构方程建模对我国183个服务业企业进行实证研究,构建理论模型分析顾客参与对新服务产品开发绩效的作用机制。结果表明,企业—顾客关系在顾客信息参与(CPI)和顾客合作开发(CPC)对新服务产品开发绩效的影响中起到一定的中介效应。结果可为服务业企业投入顾客参与新服务产品开发活动,改善企业服务的效率和效益,与顾客建立企业—顾客关系促进知识共享、合作以及解决问题起到一定的引导作用。

Customer involvement is considered to be a key factor in the successful development of new service product development （NPD）.However,there is little empirical research on the impact of how customers involved influence the new service product development performance.Based on the literature of innovation management and social networks,through structural equation modeling to empirical research on China’s 183 service enterprises,build a theoretical model analysis of customer participation in the service of the new product development performance mechanism.The results show that Enterprise-Customer Relationship play a mediating effect on customer participation -information （CPI）and customers participation-codeveloper （CPC）impact on new services product development performance.The result play a guiding role for helping businesses to improving the efficiency and effectiveness by investing customer in the new service product development activities,and promoting knowledge share,cooperation and problem solving by establishing enterprise-customer relationship.