摘要
服务成为联营方式下中国百货商店提升竞争优势的关键因素,但是如何进行服务创新还是一个未解的难题。本文在文献综述的基础上建立了百货商店服务创新过程的理论框架,以北京当代商城作为研究对象,运用规范的案例研究方法,对中国百货商店如何进行服务创新问题进行了研究,包括实地访谈和二手资料收集、数据编码、研究分析等阶段,最后得出了中国百货商店服务创新过程理论:(1)中国百货商店服务创新的驱动力主要包括中高层经理、顾客信息以及同行标杆;(2)服务创新的保障或支持机制主要包括公司战略和组织环境;(3)在进行创新服务开发时,会遵循一定的开发阶段或步骤,但这一过程表现为较强的非正式化倾向。不过,仍遵循着理念-内容-流程-规范-标准的基本顺序。
Services have become a key factor for China's department stores to improve competitive advantage un-der the joint operations.However, how to carry out service innovation is still an unsolved problem for China 's department stores.Based on the literature review, this article develops the theoretical framework of the service innovation for of the department stores.Then, using a standardized case study method, including field interviews, secondary data collection, data coding, research and analysis, this article systemically studies the service innovation practices of Beijing Modern Plaza.Finally we get the conclusion of the service innovation theory of China's department stores:(1) The driving forces of service innovation in China's department store mainly include middle and senior managers, customer information and peer benchmarking; (2) The protection or support mechanisms of service innovation primarily consist of corporate strategy and organizational environment; (3) Department stores will follow certain development stages or steps while developing new services, but this process showed a strong informal tendency.However, the process still follows the basic sequence of Philosophy-Content-Process-Regulation-Standard.
出处
《管理世界》
CSSCI
北大核心
2010年第2期114-126,共13页
Journal of Management World
基金
清华大学经济管理学院中国零售研究中心"零售创新案例研究"项目(100004003)
国家自然科学基金重点项目(70532004)
由国务院发展研究中心
中国企业联合会
清华大学联合发起的<中国式企业管理基础科学研究>项目(DRC-CEC-THU050310)的资助
