组态视角下企业服务创新绩效的影响因素研究——基于fsQCA的实证分析

Research on the Influencing Factors of Enterprise Service Innovation Performance from Configuration Perspective:A Fuzzy-Set Qualitative Comparative Analysis

随着服务主导逻辑的发展,企业的重心由产品创新向服务创新转移。以往对企业服务创新的研究,多集中于探讨变量对结果的线性相关,不能解释各变量对结果的复杂交互作用。基于动态资源基础观和组态视角,从能力和资源层面出发,遵循“能力—资源协同联动”的理论逻辑,针对186家服务业企业进行问卷调查,运用模糊集定性比较分析法,分析战略导向、动态服务创新能力与组织创新氛围之间的差异化匹配,探索提升企业服务创新绩效组态。研究发现了三种导致高服务创新绩效的组态:(1)以组织创新氛围为核心条件的创新氛围驱动型;(2)以顾客导向和成本导向为核心条件的战略导向驱动型;(3)以顾客导向、成本导向与组织创新氛围为核心条件的战略导向与创新氛围双驱动型。

With the development of service-dominant logic,the focus of enterprises is transferring from product innovation to service innovation.Improving the production efficiency and the enterprise performance through service innovation has become another way for some service enterprises and manufacturing enterprises to distinguish themselves from those that simply focus on technology and products.It is shown that most of previous research on service innovation performance focused on analyzing the linear effects of variables on the results.It is hard to methodically analyze the mechanism of results under the complex interaction of variables.Based on the dynamic resource-based view and the configuration perspective,starting from the level of capability and resources,following the theoretical logic of capability-resource synergy,this article conducted a questionnaire survey on 186 service firms,and used the fuzzy-set qualitative comparative analysis method to explore the configuration of strategic orientations,dynamic service innovation capabilities and organizational innovation climate that promotes service innovation performance.There are 3 types of configurations that lead to high service innovation performance:(1) Innovation climate driven with high organizational innovation climate as the core condition.According to the theory of capability life cycle,this configuration can be divided into three stages:the founding stage,the development stage and the maturity stage;(2) Strategic orientation driven with high customer orientation and high cost orientation as core conditions.This configuration contains three kinds of strategic orientation and dynamic service innovation capability.In the choice of strategic orientation,it belongs to both internal and external resources.Enterprises emphasize more on the cooperation between external environment resources and internal resources;(3) Innovation climate and strategic orientation driven with high customer orientation,high cost orientation and high organizational innovation climate as core conditions.Enterprises pay attention to the knowledge from customers and competitors,but also pay attention to cost control,make use of good organizational innovation climate for guidance,strengthen the mutual support and cooperation between teams and employees in the organization.From the configuration perspective,the research reveals that improving service innovation performance is a multi-factor combination and concurrent mechanism.Based on the results of analysis,the research further proposes strategies to improve the service innovation performance of Chinese service firms.Managers should be aware of the important role of the allocation and evolution of firm resources and dynamic service innovation capability on service innovation performance.After accurate analysis of the internal and external environment of enterprises,and according to their own strategic orientation,accurate matching of suitable dynamic service innovation capability or organizational innovation climate can realize the "remedy for the problem",fully stimulate the vitality of enterprises and improve service innovation performance.At the same time,enterprises can adjust their strategic orientation timely according to their own dynamic service innovation capability or the specific situation of organizational innovation climate,and maintain a high level of service innovation performance through direct and reasonable matching of various elements.At present,there are still some deficiencies in the research.There are many factors that affect the performance of enterprise service innovation.This research only selects three factors for analysis,namely strategic orientation,dynamic service innovation capability and organizational innovation climate,and other factors can be included for further research in the future.