创新驱动顾客价值实现的路径选择

Route Selection for the Realization of Customer-oriented Innovations

"服务企业创新能够提升顾客满意吗?"文章基于这一问题在回顾文献的基础上构念出基于顾客价值的创新模型,并通过对不同服务行业典范企业的多案例分析进行检验和修正,结果显示:创新对顾客满意具有明显的正向促进作用,说明服务型企业进行创新是必要的,创新可成为服务型企业发展的驱动力。研究还发现,服务型企业依靠创新提升顾客满意需要具备如下条件:以需求管理为前提,以顾客价值为愿景,以价值创新为核心,以精益服务为手段。研究结果可为进一步分析服务型企业提升顾客满意提供借鉴和参考。

Inspired by the question ＂Can innovation improve customer satisfaction in service industries？＂ a literary review has been conducted and a new model has been put forward based on customer-oriented values. Revision has been made after case studies have been applied to many successful enterprises in service business. The result shows that innovation has a positive effect on customer satisfaction and that innovation is necessary for the development of the service-oriented enterprises as a driving force. The ：research also reveals that some preconditions should be satisfied for the service-oriented enterprises to improve their customer satisfaction through innovations： demand management as the premise, customer value as the vision, value innovation as the core, and lean service as the route. The results of this research can be used as a reference for further studies on how service businesses can improve customer satisfaction.