信息共享和信息技术应用对客户服务的影响研究——考虑交互作用影响

Impacts of Information Sharing and IT on Customering Service Performance:Consider Interaction Effects

构建了企业信息共享和信息技术(IT)应用及其交互作用、配送服务和售后支持服务与企业财务绩效之间关系的概念模型,基于中国制造企业的调查数据,使用结构方程模型方法验证了假设模型。研究发现高水平的信息共享可以显著促进售中配送和售后支持服务;高水平的IT应用只能促进售中配送服务,对售后支持服务的影响不显著;信息共享和IT应用的交互作用能显著促进售中配送服务。在实践中制造企业应重视信息共享和IT应用的交互作用,并合理配置资源以促进信息共享和IT应用的交互作用,从而提高客户服务水平和企业财务绩效。

The relationships among enterprise information sharing,IT application,interaction effect,delivery service,aftersale service and company finance performance were explored.According to survey data from manufacturing companies in China,a conceptual model was empirically tested by structural equation modeling,and the results indicate that high level information sharing has positive effects on both delivery service and aftersale service,high level IT application is only positively associated with delivery service,but doesn’t have significance effects on aftersale service performance,and the interaction of in?formation sharing and IT application has positive effects on delivery service performance,both delivery service and aftersale service performance may enhance financial performance.The results show that the interaction effects of information sharing and IT application have important function in delivery performance,and enterprise should allocate information sharing and IT application properly in practices in order to improve customer service performance.