知识密集服务企业-顾客交互创新机制——服务主导逻辑视角下的多案例研究

KIBS-client Interaction Mechanism in New Service Development——A Multi-cases Study from the Perspective of Service Dominant Logic

文章基于服务主导逻辑理论,对知识密集服务企业-顾客交互创新机制进行了研究,通过采用多案例研究的方法,经案例选择、数据收集及数据分析与结果讨论,对四个知识密集服务开发项目的服务创新过程进行深入剖析,识别了知识密集服务企业-顾客交互结构维与过程维,结合规则正式化、决策集体化、资源共享和任务协作四大核心要素,构建起"知识密集服务企业-顾客交互—顾客知识整合—新服务开发绩效"内在关系的六个研究命题,得出了知识密集服务企业-顾客交互影响新服务开发绩效是通过顾客技术知识整合和顾客情景知识整合两条路径共同实现的基本结论,从而在理论上丰富了基于服务主导逻辑解释企业-顾客交互创新机制的相关研究,是对共同创造范式下的创新管理规律的有益探索。

Based on service dominant logic, this paper focuses on the mechanism of KIBS-Client interaction on NSD performance. By adopting a multi-cases study to explore the innovation process of four KIBS service innovation project, this paper identifies two dim- ensions as well as four elements of KIBS, i.e. co-organizing, co-decision-making, resource sharing and task coordination. Besides, this paper finds that KIBS-Client interaction indirectly influences service innovation through the mediating role of customer technical and situational knowledge integration, thus builds the theoretical framework of ＂KIBS-Client interaction--customer knowledge integration-- NSD performance＂. This conclusion contributes to the clarification of KIBS-Client interaction mechanism from the service dominant logic perspective, and would be a beneficial attempt for the innovation management study under the paradigm of co-creation.