论文部分内容阅读
在信息技术迅速发展的今天,顾客不再是有形商品和无形服务的被动接受者,而是企业的合作伙伴。越来越多的企业开始创造条件与顾客进行互动。本研究构建了互动一知识交换一价值的理论模型,以高接触服务业为调研背景,对收集的员工和顾客配对数据进行结构方程模型分析。结果发现,顾客互动正向影响员工的创造力和顾客感知的经济价值,而这一过程受到知识交换质量的中介作用。本研究从互动双方的角度研究互动的价值,揭示了知识交换质量是互动带来价值的内在机制,丰富和拓展了互动理论。研究结论对管理实践也有一定的启示意义。
Today, with the rapid development of information technology, customers are no longer the passive recipients of tangible goods and intangible services, but also corporate partners. More and more companies are beginning to create conditions to interact with customers. This study constructs a theoretical model of interaction-knowledge exchange-value, takes the high-touch service industry as the research background, and analyzes the structural equation model of the collected employee-customer matching data. It was found that customer interactions positively affect the creativity of employees and the perceived economic value of customers, and this process is mediated by the quality of knowledge exchange. This study studies the value of interaction from the perspective of interactive parties and reveals that the quality of knowledge exchange is the internal mechanism through which interaction brings value. It enriches and expands the interaction theory. The conclusions of the study also have some implications for management practice.