智力资本对顾客参与新服务开发的影响机制

在界定智力资本维度的基础上,构建了智力资本影响顾客参与新服务开发的概念模型。以顾客创新现象越来越普遍的保险企业为研究对象,对智力资本、组织学习与顾客参与新服务开发之间的关系进行了实证分析。研究结果表明:智力资本的3个构成维度——人力资本、结构资本和关系资本对组织学习和顾客参与新服务开发具有显著的积极影响;组织学习对顾客参与新服务开发具有显著的积极影响;组织学习在人力资本(关系资本)与顾客参与新服务开发之间具有显著的完全(部分)中介效应,而在结构资本与顾客参与新服务开发之间的中介效应不显著。最后,总结了服务企业通过智力资本促进顾客参与新服务开发的管理启示。

Impact Mechanism of Intellectual Capital on Customer Participation in New Service Development

On the basis of determining the dimension of intellectual capital,this paper establishes a conceptual model of the impact of intellectual capital on customer participation in new service development.Then taking the insurance enterprise in which the phenomenon of customer innovation is more and more popular as the example,it empirically analyzes the relationships among intellectual capital,organizational learning and customer participation in new service development.The results show as follows:human capital,structural capital and relational capital significantly positively impact organizational learning and customer participation in new service development;the positive impact of organizational learning on customer participation in new service development is also significant;organizational learning has significant full(partial) mediating effect on the relationship between human capital(relational capital) and customer participation in new service development,but the mediating effect of organizational learning on the relationship between structural capital and customer participation in new service development is not significant.Finally,it concludes the management guide for service enterprises to promote customer participation in new service development by intellectual capital.