制造业内、外部激励对服务创新绩效的影响研究：顾客参与创新的中介作用

The impact of customer incentive on service innovation performance in manufacturing enterprises: The mediating effect of customer participation innovation

摘要:

服务创新是大部分制造企业服务转型的必然选择，顾客参与创新为提升制造企业服务创新绩效提供了无限可能。面向服务创新活动全过程，构建了破解服务创新绩效提升的“外部驱动-内在动机-行为产生-创新绩效”理论模型，基于该模型分析考虑内外部激励、顾客参与创新对服务创新绩效的作用机理，并提出假设，选取210家服务型制造企业及其顾客作为样本进行了实证检验。研究发现：1）外部激励、内部激励对企业服务创新绩效均存在显著的正向影响，但是，影响效果大小不同。2）观念共识、知识共享和知识共创对企业服务创新绩效均会产生显著的正向影响；3）顾客参与创新在外部激励与服务创新绩效之间起到完全中介作用，顾客参与创新在内部激励与服务创新绩效之间起到部分中介作用。检验结果表明，制造业合理利用激励策略，能促进顾客参与创新行为的产生，从而实现传统制造业服务创新绩效的提升。

Abstract:

Service innovation is an inevitable choice for the service transformation of most manufacturing enterprises. Customer participation innovation provides infinite possibilities to improve the service innovation performance of manufacturing enterprises. Facing the whole process of service innovation activities, a theoretical model of “external drive-internal motivation-behavior generation-innovation performance” is constructed to solve the improvement of service innovation performance. Based on this model, it analyzes and considers the mechanism of internal and external incentives and customer participation innovation on service innovation performance, and puts forward assumptions. 210 service manufacturing enterprises and their customers are selected as samples for empirical testing. The study found that: 1) Both external incentive and internal incentive have significant positive effects on the service innovation performance of enterprises, but the size of the impact is different. 2) Conceptual consensus, knowledge sharing and knowledge co-production have significant positive effects on the service innovation performance of enterprises. 3) Customer participation innovation plays a complete mediating role between external incentive and service innovation performance, and customer participation innovation plays a partial mediating role between internal incentive and service innovation performance. The test results show that the reasonable use of incentive strategies in the manufacturing industry can promote the generation of customer participation innovation behavior, so as to achieve the improvement of service innovation performance in traditional manufacturing industry.