摘要
服务业的迅猛发展和当代经济的服务化已成为不可阻挡的趋势,服务业在一国经济中发挥着举足轻重的作用,而服务创新已成为推动服务业发展的最强劲的驱动力。本文从知识价值链的角度来研究提升服务企业的创新绩效问题,具有重要的理论意义和实践价值,引入当前学术界和企业界最重视的创新理论和知识管理理论,基于知识价值链分析服务企业如何通过创新获得竞争优势,审视服务业服务创新的实践过程,探讨服务创新的模型和影响因素,确保创新的有效性。
本文首先对服务创新、知识管理、价值链的相关文献进行综述,明确本文的研究对象及其要素,找出研究要素之间的逻辑关系;其次,通过分析影响服务创新的驱动力因素,总结出不同类型的服务创新模式,在此基础上提出基于知识价值链的服务创新模型;第三,界定研究要素,提出要素的研究维度,在此基础上构建知识价值链与服务创新绩效之间的关系模型,并提出假设;第四,对服务企业的问卷调查数据进行实证分析,研究知识价值链对服务创新的影响关系;第五,对服务企业创新进行案例研究;最后,提出研究结论,进一步明确本文的研究价值,提出今后的研究方向。
The 21st century is the era of service economy. With the continuous development of economic globalization, the service industry develops rapidly, especially the knowledge-intensive modern service industry. It has penetrated into various aspects of society, and plays an important role in the whole national economic construction and social coordinated development. The development of economic globalization makes a country's international competitiveness depend largely on the competitiveness of service industry, and the development of service industry reflects in service enterprise competitiveness. Service enterprise, only by constant innovation, making high quality products, improving decision-making and strain capacity, can be in a favorable position in competition. Innovation drives to form real sustained competitiveness of different levels of national, regional, industries and enterprises. Service enterprise needs innovation as the most powerful force of improving its competitive advantage, innovation should be the fundamental approach of promoting the development of service industry, service innovation will become the core competitiveness of modern service enterprise.
Currently, innovation has become the focus of home and abroad research. Yet it is a fairly new field for service innovation research. When people study innovation in quantity, they often set thinking in manufacturing technology innovation, it is hard to break out in a broader thinking framework. System research of service innovation in the western academics began in the late 1970s and early 1980s, chinese scholars began to research service innovation around 2000. The service innovation's research mainly concentrates in Europe and the US at present, and in the practice it is widely applied in the financial industry, the computer software industry, the telecommunications industry and so on. The service innovation's research school has the technical principle, the service-oriented and the integrate research school. The research type mainly focuses on process innovation, organization innovation and product innovation. At present scholars who study service innovation mainly focus on the influence of service innovation to other economic sectors, policy-making of service innovation, service innovation model, service innovation mode of an industry, the influence of information technology to service innovation, service innovation system, recently more popular problems are the role of knowledge-intensive service industry in service innovation, the contact of knowledge-intensive service industry with other economic departments, the relationship of service innovation and customers. Overall, although the study on service innovation has great progress, it still appears more scattered and needs further systematic, its view needs to be spread.
This paper discusses the innovation of service industry from the angle of how service industry gain competitive advantage, and introduces the innovation and knowledge management theory which academic and enterprise pay the most attention to currently, through examining the practice process of service innovation, discusses the mode of service innovation, analyzes deeply the influence mechanism of knowledge value chain on service innovation, thus to enhance innovation performance of service enterprise, perfect service management theory, rich innovation connotation. The main research contents of the paper are as follows:
First, this part expounds the basic theory of innovation and service innovation systematically, including the concept, characteristics and types of service innovation, establishes the theoretical basis for the follow-up study. It reviews the literature of service innovation, knowledge management and the value chain in domestic and overseas, definitudes the study object and elements of this paper, finds the logical relationship between different elements.
Second, through the analysis of the influence factors of service innovation, which include the internal and external factors, macro and micro factors of enterprise, it finds that the combination of different factors will form service innovation force model of different types, which include the basic force model, typical model and the integrated four- dimensions model. On the basis of this, introduces knowledge management theory, builds service innovation model of service enterprise based on the knowledge value chain. Then, the paper analyzes the influence mechanism of knowledge value chain on service innovation.
Third, the part defines the research elements, puts forward dimensions of the research elements. On the basis of this, builds the theoretical model of the relationship of knowledge creation, knowledge storage, knowledge transferring, and service innovation performance, then puts forward their relationship hypothesis.
Fourth, based on the service enterprise's questionnaire survey data, using the statistical analysis method, this part does an empirical study of knowledge value chain influencing service innovation performance, confirms the theoretical model and assumptions.
Fifth, this part studies two cases of service innovation, one is knowledge management method, the other is innovation pattern of service enterprise.
Sixth, this part discusses the studying result, and further clarifies the theoretical significance and practical value, and puts forward the direction of future research. This paper, based on the existing literature research achievements, through studying the development and innovation model and mechanism of service enterprise, analyzes the influence mechanism of knowledge value chain on service innovation, with empirical study and case study method, demonstrates how the driving factors of service innovation and intellectual activities of knowledge value chain to influence the performance of service innovation, thus analyzes how to enhance the innovation achievements and obtain sustainable competitive advantage through the knowledge management methods. Specifically, the studying value and innovation of this paper are mainly embodied in:
(1) The importance of selected topic. At present domestic research on innovation is more focused on the manufacturing innovation, especially technology innovation, it is lack of service innovation research. The researches of domestic service innovation, mainly introduce foreign scholars work and achievement, the existing literature takes studying importance focused on service management and service marketing, the systematic research on service enterprise competitiveness is an obvious defect, the empirical studies combined with some industry in China are also done quite limited. Therefore, combining service innovation with service enterprise competitiveness, studying how to improve the competitiveness of service from the angle of innovation, have important theoretical significance and academic value to fill this research gap.
(2) This paper constructs model of service innovation based on knowledge value chain. By introducing knowledge value chain theory, according to the service enterprise's innovative features and process, the paper constructs innovatively the model of service innovation based on knowledge value chain to study the generating process of innovation behavior in service enterprise, and based on this model analyzes the influence mechanism of knowledge elements on service innovation performance. This model offers a full set of conceptual framework for service enterprise innovation, by which the service enterprise can consult the innovation strategic planning and management and choice appropriate model of innovation according to its actual situation.
(3) This paper reveals profoundly how the knowledge value chain and driving factors of service innovation to influence the innovation achievements. The current academic study on service innovation is not comprehensive also, especially lacks the quantitative empirical study for service innovation performance. This paper studies the influence mechanism and degree of knowledge value chain and service innovation driving factors on the innovation by theoretical and empirical study. The research perspective is novel, the thesis introduces innovation and knowledge management theory which are the most importance attached by academic and enterprise currently, through examining the practice process of service innovation, discusses the service innovation strategy and evaluation index to improve service management theory of service industry, rich innovation intension.
引文
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