顾客关系嵌入性对旅游企业创新绩效的影响研究

Study on the Influence of Customer Relationship Embedding on Innovation Performance of Tourism Enterprises

通过引入知识获取为中间变量,构建了顾客关系嵌入、知识获取与旅游企业创新绩效的结构模型,以湖南省旅游企业为调研对象,采用问卷调查法获取数据并进行分析,结果发现:顾客关系嵌入性和知识获取均对旅游企业创新绩效具有显著正向影响,顾客关系嵌入性对知识获取具有显著正向影响;关系强度、信息共享、共同解决问题三维度对旅游企业创新绩效不具有直接影响,但具有间接影响;信任对旅游企业创新绩效既具有直接影响,也具有间接影响;知识获取在关系强度、信息共享、共同解决问题和旅游企业创新绩效之间起着完全中介作用,在信任和旅游企业创新绩效之间起着部分中介作用。

This paper introduces the intermediary variable of knowledge acquisition,constructs the structural model of customer relationship embedding,knowledge acquisition and innovation performance of tourism enterprises. Taking the tourism enterprises in Hunan province as the research object,this paper uses the questionnaire survey method to obtain the data.First,customer relationship embedding and knowledge acquisition have a significant positive impact on the innovation performance of tourism enterprises,and customer relationship embedding has a significant positive impact on knowledge acquisition. Second,relationship strength,information sharing and common problem solving,has the direct influence on the innovation performance of the tourism enterprise,but has the indirect influence. The trust has the direct influence and the indirect influence to the innovation performance of the tourism enterprise. Thirdly,the knowledge acquisition plays a completely mediating role between the relationship strength,the information sharing,the common problem solving and the tourism enterprise innovation performance,while plays a part of intermediary role between trust and tourism business innovation performance.