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在信息技术快速发展的今天,知识已经成为企业重要的战略性资源。为了保持竞争优势,企业需要对知识,尤其是顾客知识进行良好的管理。本文关注团队的顾客知识创造能力,构建其前因和结果变量模型。通过对旅游服务提供商销售团队成员发放问卷576份,共获得182个团队的数据。数据分析的结果表明,团队的顾客导向和认知多样性对其顾客知识创造能力有积极的正向影响,而顾客知识创造能力能有效促进服务创新。本文丰富了顾客知识管理的理论研究,探讨了团队顾客知识创造能力对服务创新的驱动作用,为企业服务创新提供了实践启示。
Today, with the rapid development of information technology, knowledge has become an important strategic resource for enterprises. In order to maintain a competitive advantage, enterprises need to have good knowledge of knowledge, especially customer knowledge. This article focuses on the team’s ability to create customer knowledge and build a model of its antecedents and outcome variables. A total of 576 copies of the questionnaire were issued to travel service provider sales team members and 182 teams were obtained. The results of data analysis show that the team’s customer orientation and cognitive diversity have a positive positive impact on their customers’ knowledge creation ability, while the customer knowledge creation ability can effectively promote service innovation. This paper enriches the theoretical research of customer knowledge management, discusses the driving effect of team customer knowledge creation ability on service innovation, and provides practical enlightenment for enterprise service innovation.