顾客参与包括信息提供、顾企互动和共同开发等不同形式,其对企业绿色创新,尤其是绿色服务创新具有重要意义。然而,不同形式顾客参与对绿色服务创新的影响程度存在差异。本文以制度理论为基础,基于企业“认知”与“能力”情境探讨不同形式顾客参与对企业绿色服务创新的影响。196家服务型企业的实证结果表明:在认知与能力有限的情况下,企业首要通过顾企互动来引导顾客参与,推动企业绿色服务创新。企业应提升绿色组织认同和绿色动态能力,并将其应用于引导顾客参与的过程中,提升顾客参与的效果和转化效率。然而,在绿色动态能力较强的情况下,企业要更多地采用顾企互动和信息提供等顾客参与形式,避免采用共同开发而带来内部协同的复杂性和冲突。研究结论拓展了绿色服务创新模式的范畴,丰富了顾客参与创新的理论研究,并为企业引导顾客参与、提升企业绿色服务创新的主动性提供了管理启示。
不同形式顾客参与对企业绿色服务创新的影响
摘要
参考文献
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引用本文
孙建鑫, 马宝龙, 赵莉. 不同形式顾客参与对企业绿色服务创新的影响[J]. 外国经济与管理, 2022, 44(7): 48-63.
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