顾客参与创新对顾客公民行为的影响机制研究

顾客参与创新在企业的持续发展和核心竞争力打造中扮演着极为重要的角色.本研究从社会心理学中视角出发,探讨顾客参与创新对顾客公民行为的影响机理.研究发现,顾客参与创新与顾客公民行为存在显著正向关系;顾客融入在顾客参与创新与顾客公民行为之间起部分中介作用;顾客认同在顾客融入影响公民行为的过程中起调节作用;顾客认同度越高的个体...     

顾客参与创新激励体系模型构建及策略研究

企业获取与利用外部知识的能力在企业产品创新中发挥着越来越重要的作用,顾客参与已成为企业获取顾客信息并将其整合到产品创新过程中的重要手段,顾客创新已成为企业重要的创新源泉,如何有效吸引顾客参与到企业的产品与服务的创新中是企业实行差异化经营、维持企业的长期竞争优势的重要途径。通过回顾和梳理顾客参与创新的概念及其重要性,本文结合顾客创新动因,对顾客参与产品创新的激励体系模型的构建进行了探讨,并提出了激励顾客参与的管理策略,旨在为企业吸纳顾客参与的战略决策提供新的分析视角。     

零售业中顾客参与服务创新研究评述

随着商品主导逻辑向服务主导逻辑的转变,服务所产生的影响越来越深远。目前,企业之间的竞争来自方方面面,而对服务的重视以及服务的创新会为企业带来新的竞争优势。服务与产品不同的一个关键特征是服务的生产和消费是同时发生的,在顾客参与到服务中是不可避免的。因此,在服务的创新过程中,顾客必然会参与其中并贡献一份力量,成为创新的源泉。本文基于文献回顾,剖析了顾客参与服务创新的概念,主要分析了顾客参与服务创新的主要结局变量,最后结合现有文献的不足对未来的研究方向进行了展望。     

顾客参与饭店服务创新过程探究

顾客参与饭店服务创新过程,可以使饭店企业和顾客双方受益。饭店服务创新是指饭店企业对生产和服务系统中要素进行重新组合,从而实现使企业能力更强、效益更高、增值更大以及更能满足顾客、服务人员以及饭店企业需要的系统工程。从饭店企业的角度来讲,顾客参与饭店服务创新过程,可以提高饭店对市场需求的反应度,提高顾客的满意度,降低市场营销成本。从顾客的角度来讲,顾客参与服务创新过程,顾客需求可以得到快速的满足,从而获得更高品质的服务。     

基于顾客关系导向的营销创新策略研究

本文从客户关系管理视角出发,考察了顾客参与及顾客与企业互动在营销创新中的作用,提出了基于顾客关系导向的营销创新策略。这主要包括三个方面,即树立顾客关系导向的战略理念,建立以顾客为中心的内部管理系统,强化与顾客之间的双方互动、实施交互式营销创新。在此基础上,论文运用C保险公司的营销创新实践,对基于顾客关系导向的营销创新策略及其效果进行了简单案例分析。本研究将对我国企业的营销创新实践提供一定的理论借鉴。     

顾客参与服务创新、顾客人力资本与知识转移的关系研究

在后现代社会,服务经济在促进经济发展和就业方面越来越重要.随着服务行业竞争的日益加剧,服务企业需要不断进行新服务开发,从而获得竞争优势.顾客参与新服务开发过程,有利于促进知识的转移.顾客作为知识转移的发送方,其转移知识能力和意愿具有积极的影响,顾客的转移能力和意愿可以视为顾客人力资本.文章在文献回顾和综述的基础上,研究了顾客参与服务创新行为和知识转移的关系,并构建一个基于顾客人力资本中介机制的理论模型,试图进一步揭示顾客参与和知识转移之间关系的内在机制.最后探讨了本文的不足和未来的研究方向,为下一步实证研究提供了理论基础.     

基于顾客需求的旅行社产品创新研究

产品创新是企业保持持久竞争力和生命力的来源。基于顾客需求的旅行社产品创新要求在获取顾客需求的基础上,对顾客需求进行删选、优化,紧密围绕顾客需求针对性地进行产品的开发与创新。它是改变我国旅行社业微利运行状态的有效手段,也是各旅行社实现企业可持续发展的良好途径。     

顾客参与服务创新的模式及其影响因素

本文在对顾客参与服务创新的文献梳理的基础上,对顾客参与服务创新的模式进行了归纳和总结。顾客参与服务创新的模式有企业主导顾客被动参与;企业主导企业与顾客共同创新;顾客主导企业提供支持3种模式。并通过对顾客参与服务创新不同模式的分析中,讨论了影响顾客参与服务创新模式和方式的因素。     

顾客参与对顾客满意和顾客公民行为的影响研究

在服务的生产传递过程中,顾客参与使顾客不再是独立于服务组织之外的单纯消费者。作为服务的共同生产者,顾客不仅会影响组织的生产效率和服务质量,还会影响自身的心理结果和行为结果。文章选取顾客满意和顾客公民行为作为顾客心理和行为结果的衡量指标,构建了顾客参与对顾客满意和顾客公民行为影响的理论模型,并以团队游为例进行了实证研究。研究表明：顾客参与的人际互动和信息分享两个维度对顾客满意有正向影响;顾客满意对顾客公民行为各维度均有正向影响;顾客参与对顾客公民行为有显著正向影响,且顾客满意在顾客参与对顾客公民行为的影响关系中存在部分中介效应。     

基于顾客参与的营销管理研究

顾客参与成为商品竞争激烈下的新营销方式,它帮助企业更好地满足顾客对产品和服务的需求.本文首先提出了顾客参与型营销的概念和与传统营销的区别:接着从4Ps角度出发提出顾客参与型营销的营销策略;最后总结出实现顾客参与型营销的条件.     

The golden mean: Research on the mechanism of customer participation in employee service innovation

Service innovation is of importance in achieving business success. This study aims to understand how customer participation affects employees' service innovation through zhongyong thinking and verify the moderating role of leadership empowerment in the service section. Data were collected through a paired questionnaire survey with 352 valid frontline employees and their superiors in the starred hotel industry. Multiple linear regressions and bootstrap analysis were performed to examine the hypotheses. The results indicate that customer participation is positively related to zhongyong thinking and service innovation, and zhongyong thinking partially mediates the main effect. In addition, service innovation is more substantial when leadership empowerment is high, and customer participation has a weaker impact on zhongyong thinking when leadership empowerment is low. This study contributes to the employee service innovation literature by confirming that customer participation and employees' zhongyong thinking play vital roles in the Chinese service context. This study also helps service managers understand that empowering their subordinates can facilitate employees' service innovation.     

Incubator mediation in commercialising disruptive innovation

One of the parameters supporting an innovation-based economy in an age of technological development is the formation of business incubators. This study focuses on disruptive innovation and the support of a business incubator through network and institutional mediation. Relevant literature shows limited research in this area. This paper brings a deeper understanding of the influences of business incubation on disruptive innovation with an in-depth investigation into four participant companies. Using comparative case analysis, mediation similarities and differences were examined throughout the cases’ innovation identification, planning and development and implementation process. Four themes emerged: mediation influences the disruptive mind-set, interdisciplinary input, financial support and technology and business uncertainty. The findings extend the literature; provide practical guidance for incubator management and allocation of resources in disruptive innovation.     

Examining the relationship between customer bonding,customer participation,and customer satisfaction

This study empirically analyzes the relationship between customer bonding, customer participation, and customer satisfaction. It uses data from 804 VIP customers of South Korea's commercial banks. The hypotheses are tested using the structural equations modeling technique. The results show that social and structural bonding are the main antecedents of customer participation. Additionally, customer participation positively impacts customer participation value and worth. The findings also show that customer participation, customer participation value, and customer participation worth strongly and positively affect customer satisfaction. Furthermore, it finds that customer participation value and worth are essential mediators between customer participation and satisfaction.     

The effect of customer participation on service providers' job stress

There have been conflicting explanations of how customer participation affects service providers' job stress. This study explores the relationship between the two. Survey data from 293 customer-contact employees at 64 restaurants in Taiwan indicate that customer participation is positively related to perceived job stress and perceived workload, implying that it is inappropriate to explain job stress from the perspective of partial employees. Moreover, while customer participation increases the level of job stress, workload is only a superficial explanation for the relationship. The real explanation is role conflict, which is associated with changes in job characteristics. Implications of these findings for managing customer participation are subsequently discussed.     

旅游购物中的顾客参与研究

目前我国旅游购物收入占旅游总收入的比重较低。本文从顾客参与的角度来分析旅游购物,在介绍了旅游购物中的顾客参与的基础上,阐述了旅游购物中顾客参与的形式,指出当前旅游购物中顾客参与存在的问题,最后提出了提高旅游购物中顾客参与水平的措施。     

Motivation triggers for customer participation in value co-creation

Service Business - Innovative new ideas are no longer bound by internal R&D efforts of the organisation. Many successful innovation ideas stem from external sources, especially engaged...     

Case based models of the relationship between consumer resistance to innovation and customer churn

This paper aims to investigate the relationship between customer resistance to innovation and customer churn based on young Chinese consumers' characteristics. This study uses smart phone apps as the product category. Based on the methodology of fuzzy-set Qualitative Comparative Analysis, this study uses 101 cases. Three major configurational results and core factors are found in this study. Configuration 1 points out the importance of affect response and functioning dimensions; configuration 2 points out the effect of emotional consumers’ attitude toward innovation; configuration 3 suggests that cognitive rigidity plays a critical role against innovation. This study bridges the academic gap between customer resistance to innovation and customer churn and adopts different methodologies to test and prove previous research. Based on the results, this study contributes to the customer churn studies from CRI with a different methodological angle compared with current studies in the consumer behavior domain. Meanwhile, this study provides managerial suggestions for marketing practitioners to reduce CRI and on how to make consumers accept the new products.     

基于顾客满意和顾客忠诚关系的市场细分方法研究

There exist different views and opinions on the links between customer satisfaction and loyalty. This paper suggests that the impact of customer satisfaction on loyalty varies across customers. This study choose the cell phone industry in China as an example and segmented customers with a novel method of clusterwise linear regression, based on the association between customer satisfaction and loyalty. Results revealed sample heterogeneity in relation to the two factors. The loyalty of some subgroups is positively related to satisfaction significantly, while that of other clusters is independent of satisfaction. Translated from Nankai Guanli Pinglun 南开管理评论 (Nankai Business Review), 2005, 8(5): 26–30     

Segmentation based on customer profitability — retrospective analysis of retail bank customer bases

Segmentation continues to be an important marketing concept also in a relationship marketing context. Relationship marketing is, however, more interested in enhancing the existing customer relationships and this generates a need for a better understanding of the existing customer base. The paper argues that “retrospective” or historical analyses, that facilitate the calculation of customer relationship profitability, form an excellent starting point for segmentation of customer bases. Such segmentation is shown to be a strong analytical instrument as a basis for formulating marketing strategies. By using empirical data collected from two extensive case studies of retail banks in the Nordic countries the paper illustrates different ways of segmenting customer bases.     

基于顾客让渡价值的消费者购物决策探讨

本文首先根据我国电子商务的发展现状,分析了消费者购物决策研究的重要性.在回顾传统的消费者决策模型和网上消费者购物决策模型的基础上,修正了消费者购物决策过程,从顾客让渡价值决定购买行为这一基点来构建购物方式决策模型,最后对该模型的优缺点进行了探讨,并对今后的研究方向作了预测并给予建议.