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中文摘要：
尽管从组织学习视角开展顾客参与对新服务开发绩效影响研究是相关理论探讨的发展方向,然而到目前为止,还尚未有文献从这一视角出发就顾客参与对新服务开发绩效的影响机制问题进行过系统的实证研究,本文对该问题进行了深入分析。在解构组织学习、新服务开发绩效维度的基础上,本文构建出理论框架模型并提出相应假设,对B-B情景下的中国服务企业进行问卷调查以检验这些假设,从而解释了组织学习视角的顾客参与绩效影响机制。结果发现,作为组织学习的三个维度,转化式学习、探索式学习和利用式学习在顾客参与和新服务开发创新绩效之间的部分中介效应显著;在顾客参与和新服务开发市场绩效之间的中介效应不显著。最后,针对实证分析结果,探讨了相应的理论意义和实践启示。
英文摘要：
While it is an important future direction for scholars to study the impact of customer participation on new service development performance from organizational learning,there have been no empirical documents systematically examining the mechanism of impact of customer participation on new service development performance from this perspective so far,and this paper deeply analyzes the issue.Based on dividing dimensions of organizational learning and new service development performance,the paper establishes a theoretical framework model with relative hypotheses and carries out questionnaire survey on Chinese service enterprises in B-B context to test these hypotheses,and then explains the mechanism of performance impacts of customer participation from organizational learning perspective.It shows that,as three dimensions of organizational learning,partial mediating effects of transformative learning,exploratory learning and exploitative learning on the relationship between customer participation and innovation performance of new service development are significant,but there are no significant mediating effects of transformative learning,exploratory learning and exploitative learning on the relationship between customer participation and market performance of new service development.At last,according to outcomes of empirical analysis,theoretical significances and practical implications of the study are discussed.
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