顾客在线参与企业社会创新研究述评与展望

A Literature Review and Prospects of Online Customer Participation in Corporate Social Innovation

摘要:

顾客在线参与CSI是指顾客通过网络虚拟平台或载体，以在线互动等形式将自身创新资源投入到CSI活动的过程。顾客作为企业重要的外部创新资源和利益相关者，能在CSI中扮演重要角色，但已有研究对此较为忽视。本文在系统梳理相关文献基础上，提出了顾客在线参与CSI的概念界定，及利益相关者、企业社会责任和社会价值共创三个理论研究视角；根据CSI类型、顾企关系和CSI过程，归纳了顾客在线参与CSI的主要形式；从顾客、企业和技术三个方面，分析了顾客在线参与CSI的影响因素；从企业、顾客和社会三个层面，总结了顾客在线参与CSI的作用结果；并据此构建了顾客在线参与企业社会创新的理论分析框架，探讨了未来研究的四个主要方向。

Abstract:

Online customer participation in corporate social innovation refers to the process in which customers invest their own innovation resources into corporate social innovation activities in the form of online interaction based on a virtual network platform or carrier. Customers, as an important stakeholder of enterprises and the main beneficiary of social value, although play an active role in the enterprise's product(service) innovation activities, traditional research on corporate social innovation has neglected their main position in social innovation.Therefore, based on the systematic review of existing literature, this article firstly shows light on the concept, and proposed three theoretical research perspectives: stakeholders, corporate social responsibility and social value co-creation. Meanwhile, based on the three aspects of corporate social innovation types, customer-enterprise relationships and corporate social innovation process, the form of online customer participation in corporate social innovation are summarized. Then it summarizes the main driving factors of online customer participation in corporate social innovation by using the method of literature review, and analyzes the consequences of online customer participation in corporate social innovation from the three levels of enterprise, customer and society.?On this basis, a preliminary theoretical analysis framework of online customer participation in corporate social innovation is constructed, and four main directions of future research are discussed.