服务主导逻辑导向与资源互动对价值共创的影响研究

本研究整合服务主导逻辑与资源互动观的理论框架,探讨知识密集型企业服务情境下服务主导逻辑导向、资源互动能力、价值共同创造活动、顾客价值认知间的关系。228对企业的问卷调查结果显示:服务主导逻辑导向将提升服务企业与顾客企业进行资源互动的能力,进而改善二者共同制定计划、共同执行计划、共同解决问题等价值共创活动,最终提升顾客价值认知。研究从实证层面推动了尚处于理论建构和定性研究阶段的服务主导逻辑范式和资源互动观的纵深发展,也为产业服务企业如何通过组织间资源整合利用和价值共创活动来传递卓越的顾客价值提供了管理启示意义。

Impact of service-dominant logic orientation and resource interaction upon value co-creation

By integrating the theoretical frameworks of service-dominant logic and resource interaction approach, this paper examines the relationship among service-dominant logic orientation, resource interaction capability, value co-creation activities, and customer value perception in the context of knowledge intensive business services. The questionnaire survey of 228 pairs of firms comes to the following findings: the service-dominant logic orientation will facilitate the service provider''s capability of resource interaction with the customer''s company, then improve the value co-creation activities including joint planning, joint implementation and joint problem-solving, and finally enhance the customer value perception. This paper makes great contribution to the literature of both service-dominant logic and resource interaction approach, which are still in the stage of theory building and qualitative exploration, by providing empirical evidence. In addition, managerial implications are provided for industrial services companies as to how to deliver superior customer value by integrative employment of resources and value co-creation activities across organizations.