资源配置、关系学习与服务创新绩效的关系研究——以在线旅游企业为例

Research on the Relationship between Resource Allocation, Relationship Learning and Service Innovation Performance:A Case of Online Travel Agency

随着关系网络环境下组织间网络合作与学习趋势不断加强,企业服务创新的成功越来越与企业对内外资源的统筹和网络组织的学习合作紧密相连。文章基于资源基础观、动态能力、资源依赖与渠道学习等理论,探究在线旅游企业资源配置、关系学习、服务创新绩效三者之间的关系。通过对我国7家典型在线旅游企业事业部高层管理者的247份样本进行实证分析发现:信息分享、共同理解和特定关系记忆不仅直接正向影响服务创新绩效,还通过中介作用影响服务创新绩效的提升。其中,特定关系记忆在资源获取与服务创新绩效之间的中介作用大于信息分享和共同理解,但在资源捆绑与服务创新绩效之间却不具有中介效应。该结论对全球一体化趋势下企业进行资源配置实践具有启发和指导作用。

In the formation of sustainable competitive advantages of enterprises,the value of resource allocation participating in service innovation has become a consensus in research.In today’s more open and dynamic environment,enterprises can not only carry out service innovation through internal resources,but also obtain and utilize external complementary resources through the relationship network between enterprises to obtain the competitive advantage of service innovation.The success of enterprise service innovation is increasingly closely linked to the overall planning of internal and external resources and the learning cooperation of network organizations.Guided by relevant theories of resource-based view,dynamic capability,resource dependence and channel learning,this paper took247 high-level samples from 7 typical online travel agency in China as samples and built the theoretical model of the relationship among resource allocation,relational learning and service innovation performance.Specifically,the model focuses on the relationship between resource allocation and service innovation performance,as well as the mediating role of relationship learning between them.In addition,resource allocation includes two dimensions of resource acquisition and resource bundling,and relationship learning includes three dimensions of information sharing,mutual understanding and specific relationship memory.The empirical findings show that:(1) The stronger the company’s ability to allocate external resources.the more conducive to the improvement of the company ’s service innovation performance,and the impact of resource acquisition capabilities on service innovation performance is slightly greater than that of resource bundling capabilities.(2) The degree of mediation between resource acquisition and service innovation performance is different in each dimension of relationship learning.Although information sharing,mutual understanding,and specific relationship memory play a mediating role between resource acquisition and service innovation performance,the mediating effect of specific relationship memory is greater than the other two.(3) Between resource bundling and service innovation performance,only information sharing and common understanding plays a mediating role,the mediating effect of specific relationship memory is not significant.The theoretical contributions of this paper are embodied as follows:(1) Combining the resourcebased view with dynamic capabilities,and explaining the mechanism of resource endowment and resource allocation on service innovation.(2) Combining resource dependence theory and channel learning theory,it explains how tourism enterprises conduct inter-organizational learning among different channel networks or supply chain upstream and downstream partners,and opens the "black box" between resource allocation and service innovation.Discuss the effects of various factors formed in the process of relationship learning on service innovation.Finally,this paper puts forward the following practical suggestions for tourism enterprises:First,enterprises should pay more attention to maintaining a good relationship with resource providers,and acquire external resources through M&A,strategic alliances and other ways.Second,In a complex relationship network environment,enterprises should focus on building a good relationship and trust building with relationship learning members,especially strengthening information sharing and mutual understanding behaviors between enterprises,and forming specific relationship memories on this basis.Third,enterprises should establish an effective information conversion mechanism in time to promote the effective transformation of specific relationships when carrying out the bundled use of external resources.