面向绩效的服务创新过程与管理控制评述

服务创新有三个基础性的关键要素:驱动力、过程和绩效。驱动力来自于主体、组织、外部轨道、创新系统、新知识等综合因素,结合了驱动力的创新过程由逆向阶段组成或是顺向阶段组成,进而产生包括过程和结果的各类服务创新绩效。在驱动力和绩效分类描述基础上,构建了涵盖全要素的服务创新过程概念模型,认为服务创新过程呈现出创新需求到绩效实现的多层次复杂交互特征。在此模型基础上,从主体控制、过程控制和保障机制三个层面阐述了服务创新控制的方法和内容,主体控制重在探讨顾客和供应商控制的重要性,过程控制表现为对子过程、界面、关系的关键管控,保障机制建立包括激励和推动创新源的作用发挥。最后,强调了面向绩效的服务创新过程控制应该是主动的管理过程,组织和管理者应当予以更高重视,并且提出了服务创新过程及控制机制的未来研究思路和研究范围,以及加大实证研究的必要性。

Three key fundamental factors of service innovation include driving force, process and performance. Driving forces come from bodies, organizations, outside orbit, innovation system, new knowledge and so on. Innovation process involves driving force combined with reversal stages or orderly stages. Then every kind of service innovation performance can be created. Based on classified driving force and performance, it constructs service innovation conceptual model covering all factors and shows multi-level complicated crossed characters from innovation demands to performance. On the basis of the model, it illustrates methods and contents of service innovation control in body control, process control and guarantee mechanism construction. Body control emphasizes importance of customer and supplier control. Process control means control for sub- process, surface and relations. Guarantee mechanism construction can motivate functions of innovation resource. Finally, it summarizes that the controlling process of service innovation should be an active management process. Organization and managers should understand the important role. It puts forwards future research ideas and scope of service innovation pro- tess and controlling mechanism should be expanded and empirical research should be strengthened.