| 基于服务能力和关系资本的服务商选择研究——决策者个体视角 |
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| 引用本文： | 刘文华,任利成,王刊良. 基于服务能力和关系资本的服务商选择研究——决策者个体视角[J]. 技术经济, 2011, 30(6): 106-114 |
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| 作者姓名： | 刘文华 任利成 王刊良 |
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| 作者单位： | 1. 太原科技大学经济与管理学院,太原,030024
2. 中国人民大学商学院管理科学与工程系,北京,100872 |
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| 基金项目： | 太原科技大学青年基金科研项目"基于服务能力和关系资本的服务商选择研究" |
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| 摘 要： | 根据认知行为理论,从我国服务商选择的实际情况出发,构建了服务商选择影响机制概念模型,并利用问卷调查数据对概念模型和研究假设进行实证检验。结果显示,客户在选择服务商时通过对服务商提供服务感知来形成自己的选择意图,这种感知包括承诺感知和移情感知,客户感知承诺越强,其对服务商的选择意图越强;客户感知移情越强,其对服务商的选择意图越强;服务商的服务能力和关系资本明显地影响着客户对服务的感知。
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| 关 键 词： | 服务能力 关系资本 服务商 选择意图信息服务 服务外包 服务管理 |
Study on Supplier Selection Based on Service Capability and Relational Capital:A View of Decision-maker |
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| Liu Wenhua,Ren Licheng,Wang Kanliang. Study on Supplier Selection Based on Service Capability and Relational Capital:A View of Decision-maker[J]. Technology Economics, 2011, 30(6): 106-114 |
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| Authors: | Liu Wenhua Ren Licheng Wang Kanliang |
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| Affiliation: | 1.School of Economics and Management,Taiyuan University of Science and Technology,Taiyuan 030024,China;2.Department of Management Science and Engineering,School of Business,Renmin University of China,Beijing 100872,China) |
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| Abstract: | According to the cognitive behavior theory and the status of selecting service providers in China,this paper constructs the concept model of mechanism of influencing servicer selection,and studies empirically this concept model and the research hypothesis through using the statistics from the questionnaire.The result shows that customs would form their own selection intention through the perception to services provided by servicers which includes commitment perception and empathy perception;stronger perception determines more intent to select;service capability and relationship capital have obvious effects on customs′ perception. |
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| Keywords: | service capability relational capital supplier selection intention information service service outsourcing service management |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
