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Numerous articles, books and essays have shown that ongoing efforts to meet customers’ needs characterize market leaders. For a firm to successfully develop customer-oriented attitudes throughout the entire organization, employees at all levels and sections need to be committed to providing a high level of service. It is therefore essential to understand what drives employees – especially those who do not interact daily with customers – to adopt a customer-oriented attitude. The aim of this study is to shed some light on one facet of this relationship, namely the mechanism of knowledge sharing that may impact employee customer orientation. The underlying notion is that technology, in its various advanced forms of CRM software, enhances and enables client “knowing.” In other words, it leads to a greater ability on the part of employees to share knowledge, which brings about real customer orientation.This paper provides empirical evidence, based on a sample of 345 Hi-Tech workers from a telecommunication company, of a link between sharing explicit knowledge and tacit knowledge to enhance customer orientation. The findings indicate that sharing tacit knowledge has a positive effect on increasing employee customer orientation and increases sharing of explicit knowledge, while also strengthening communication about customers in the organization. It is concluded that firms should encourage tacit knowledge sharing and its transformation by technology into explicit knowledge to augment employees’ customer-oriented attitudes. 相似文献
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基于客户关系生命周期的CRM理念 总被引：8，自引：0，他引：8
在竞争激烈的市场中，企业在不断寻求获得新客户、保持现有客户和争取流失客户的新途径以获得和保持竞争优势。客户关系管理正是企业实现上述目标的有效手段。如今有很多人在讨论客户关系管理，但是大家对CRM这一时髦用语的理解并不一致。Irr服务供应商将CRM视为特殊的软件解决方案或新的分析方法，强调销售自动化、计算机辅助销售、数据仓库、数据挖掘、呼叫中心的一体化等。而市场营销理论工作者和管理人员则认为CRM是客户导向和营销基本理念的回归，他们注重需求导向的客户细分、一对一营销、客户终身价值、客户维系和客户关怀等。而本文作者是从客户关系生命周期这一新角度去理解CRM。本文首先提出了客户关系生命周期的模型及其各阶段的特点，简要地介绍了CRM，然后对客户关系生命周期不同阶段的CRM对策和CRM措施的重点进行了深入的探讨。 相似文献
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整合市场导向框架下,员工处于联系下游顾客、上游供应商、资本市场以及社区的中心地位,企业的主要活动是由员工承担和实现的．员工导向管理的理论模型亦由市场导向框架的信息收集、沟通交流和行动构成．基于此模型的实证研究表明,员工导向管理同企业绩效存在着正相关关系,企业需要在内部员工管理上采取更多措施． 相似文献
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数字情境下制造服务化的治理机制:契约治理与关系治理研究 《科学学研究》2022,40(2):269-277
服务化被看做制造型企业保持竞争优势的有效途径。数字技术在服务化过程中的应用为制造商改变了设备运行方式与服务方式。数字化情境下的服务化不仅提供了新的用企互动类型,同时企业与用户的关系也发生了变化。因此,在该过程中采用不同的治理机制变得尤为重要。此研究基于308份中国制造型企业的问卷调查数据,实证检验了服务化对创新绩效的影响。研究结果发现：（1）服务化对创新绩效有正向影响;（2）高数字化水平下的服务化对创新绩效影响受关系治理的显著调节,低数字化水平下的服务化对创新绩效的影响受契约治理的显著调节。该研究的管理启示是,管理者依据企业所处的数字化情境不同,应采取不同的治理机制。与低数字化情境相比,在数字化水平高的情况下,企业应多关注关系治理这类非经济因素的作用。 相似文献
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传统管理咨询企业转型模式探讨 总被引：1，自引：1，他引：1
向以IT咨询为核心业务的现代管理咨询企业的转型是传统管理咨询企业生存和发展的需要。管理软件咨询市场潜力巨大 ,可以作为转型的切入口。通过向管理软件咨询业务拓展实现转型的三种可能模式是 :以独立第三方身份致力于帮助企业选择最合适管理软件的“独立咨询”模式 ;以合作伙伴身份专注于提供某一品牌管理软件咨询的“合作咨询”模式 ;以管理软件开发商和咨询服务提供商双重身份并举的“双管齐下”模式。三种模式有不同的风险 ,适用于不同的咨询企业 相似文献
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小微企业对于我国经济和民生的发展具有重要意义，但总体存活率较低，又因其特殊的组织结构和管理方式，导致以大中型企业为研究对象的传统营销理论部分失灵。通过对653家中国新创小微企业的问卷调查数据，本研究从企业最关键的利益相关者──顾客的视角出发，采用结构方程模型和多重线性回归的方法实证检验了一个提升小微企业营销绩效的理论模型。研究发现：利用新创企业资产和实施顾客导向是小微企业增加营销绩效的两种有效途径，且新创企业资产比顾客导向对小微企业营销绩效影响更大。顾客认知合法性感知也对小微企业绩效具有显著积极影响，并在新创企业资产、顾客导向与小微企业营销绩效的关系中起中介作用。竞争强度负向调节了新创企业资产与顾客认知合法性感知的关系。 相似文献
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通过分析国内外相关文献,引入产品创造力与营销创造力作为过程变量,提出了市场导向、创造力和新产品开发绩效之间关系的研究框架和4个研究假设,并以高新科技企业为例进行了实证检验。研究表明:顾客导向与协作导向正向影响创造力(效用性),竞争导向正向影响创造力(新奇性);创造力(效用性)较创造力(新奇性)对新产品开发绩效的影响更显著;将产品创造力与营销创造力作为中介影响变量所产生的效应远大于市场导向对新产品开发绩效的直接效应。 相似文献
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In this study the authors propose a distinction between two approaches to market information, rooted in the marked-based learning theory. The two approaches are conceptualized and operationalized on the basis of their differences along three processes: generation, dissemination and use of market information. In the retrospective approach, the generation process is based on expressed customer needs and extant market relations; the dissemination is based on formal mechanisms; the use process is more instrumental. In the forward-looking approach, the generation process is based on latent customer needs and on the evolutionary patterns of the future market relations; the dissemination process is more informal; the use of information is more conceptual. A series of hypotheses concerning the relationships between these approaches, product innovativeness and firm performance are tested on a sample of Italian fashion firms. Results suggest that the two approaches are complementary for firm performance, but have opposite effects on product innovativeness: while a forward-looking approach is positively related to product innovativeness, a retrospective approach seems to be negatively related. The results also shed light on how market information approaches and product innovativeness jointly affect firm performance. 相似文献
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针对O2O电商平台利用补贴推广策略抢占市场的情形,通过建立多智能体仿真模型,研究不同供需情境下O2O补贴推广策略及不同参数变化对这种补贴策略的影响。结果表明:当区域市场供需状态由供不应求转变为供过于求时,重点补贴对象将由服务商转移到顾客,并且在供不应求时的最优补贴额度显著小于供过于求时的补贴额度;提高新平台用户的平均体验水平,可以扩大低广告效果下平台的市场占有率,削弱低广告效果的不良影响,同时可以降低供过于求市场中的每单最优补贴额;在新平台用户体验水平较高时,口碑传播对低广告效果时的平台补贴策略影响程度较大。 相似文献
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本文从资源能力视角解释用户驱动制造业企业服务创新的过程逻辑,基于动态资源基础观和价值共创理论分析互动导向、战略柔性对服务创新绩效的影响。使用Amos 240对319家样本企业的调查数据进行实证检验。研究发现：（1）战略柔性在互动响应能力、顾客授权、顾客价值管理与服务创新绩效之间起部分中介作用,在顾客理念与服务创新绩效之间的中介作用不显著。（2）售后服务情景下资源柔性对互动导向与服务创新绩效的中介作用高于协调柔性,相反,增值服务情景下协调柔性的中介作用更显著。研究在还原互动导向多维度构念的基础上,发现制造业企业服务创新需打破组织边界引入用户参与价值共创,依据资源柔性与协调柔性的演化水平为用户提供创新性服务。 相似文献
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Prior research has shown a correlation between market orientation and business performance as measured through new product success. Market orientation has traditionally been measured through the MKTOR and MARKOR scales developed by Narver and Slater and Kohli et al., respectively. We examine whether there might be a different, complementary way to study market orientation. Kohli and Jaworski discuss the role of networks in achieving higher levels of market orientation, but network analysis has not previously been used to study market orientation. Following Kohli and Jaworski we find that network analysis can show how information is gathered and disseminated within a group; and following Narver and Slater we find that network analysis can be used to examine customer orientation and coordination. We discover a possible association between the organization’s structure and its level of coordination, and that certain roles within the group facilitate increased customer orientation within the team. Our research suggests that network analysis, particularly when managers participate in the interpretation of results, can be an effective means of identifying and correcting obstacles to a team’s market orientation. We believe our research contributes to theory by showing an alternative, complementary way to study market orientation and suggests factors that contribute to a group’s level of market orientation. We believe that this research contributes to practice by providing managers with a practical measure to improve their organization’s market orientation, thus increasing the likelihood of new product success. 相似文献
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从资源基础观和组织双元视角出发,探索反应式和主动式市场导向对不同服务创新绩效的影响,同时探讨适应性和探索性学习是否在双元市场导向和不同服务创新绩效关系间起到中介作用。基于珠三角地区203家服务型企业的实证研究结果表明:反应式市场导向对服务创新财务绩效有显著正向影响,适应性学习在其中起到中介作用;主动式市场导向对服务创新内部绩效和顾客绩效有显著正向影响,探索性学习在其中起中介作用。 相似文献
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本文首先结合商业模式画布详细剖析了高端装备制造企业陕鼓动力的商业模式九大构成要素。然后,鉴于画布方法的局限性,引入系统动力学方法,构建案例企业转型前后的存量流量模型,进一步剖析了九要素如何以不同的方式有机组合促成了装备制造企业商业模式创新路径的产生。最后借助Vensim-PLE软件,对模型进行仿真分析。结果显示：价值主张定位精准与否决定了商业模式创新路径选择的成败;商业模式创新路径始于客户需求,终于客户需求满足;客户需求导向型路径优于核心资源导向型路径;商业模式创新路径是一条系统集成创新之路。 相似文献
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To develop highly competitive products, companies need to understand customer needs (CNs) by effectively gathering and analysing customer data. With the advances in Information Technology, customer data comes not only from surveys and focus groups but also from social media and networking sites. Few studies have focused on developing algorithms that are devised exclusively to help to understand customer needs from big opinion data. Topic mining, aspect-based sentiment analysis and word embedding are some of the techniques adopted to identify CNs from text data. However, most of them do not consider the possibility that part of the customer data analysed is already known by companies. With the aim to continuously enhance company understanding of CNs, this paper presents an autonomous methodology for automatically classifying a set of text data (customer sentences) as referring to known or unknown CN statements by the company. For verification purposes, an example regarding a set of customer answers from an open survey questionnaire regarding the climate system of a car is illustrated. Results indicate that the proposed methodology helps companies to validate and update the customer need database with an average of 90 % precision and 60 % recall. 相似文献
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物流业务外包后,第三方物流(3PL)公司代替企业与顾客互动,这在电子商务中尤为明显,因此第三方物流公司的服务质量是否影响顾客满意度成为一个重要问题。在C2C网络购物环境中,基于物流服务质量模型,建立了第三方物流服务质量与顾客满意度的测评模型(LSQ-CS)。对LSQ-CS模型的实证研究表明:物流交互和运作质量均影响顾客对第三方物流服务商的满意度;成本质量并不影响顾客对第三方物流服务商的满意度;物流交互质量对运作和成本质量产生影响;此外,第三方物流服务质量也影响着顾客对企业的满意度。这一研究结论表明当前物流市场中第三方物流公司应该保证运作质量,提高交互质量,避免低成本恶性竞争;同时除了物流成本外,企业也应根据物流服务质量来选择物流服务商。 相似文献
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顾客价值创新的战略逻辑和基本模式 总被引：12，自引：0，他引：12
随着市场竞争的日益激烈，顾客需求的不断变化，传统的竞争战略逻辑已经不能适应企业生存与发展的要求。本基于顾客价值创新的战略逻辑，提出了实现顾客价值创新的途径及基本模式。 相似文献
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本文利用2007-2015年间A股上市公司年报中公开披露的客户数据,从研发创新的角度检验了政府大客户的存在对企业成长性的影响。实证结果表明,上市公司的大客户中政府背景订单占比约大,则企业未来的盈利增长能力就越强,与此同时,资本市场对企业的估值水平也越高,进一步地从作用机制来看,政府背景订单之所以能促进企业成长壮大,很大程度上可以归结于它们对企业研发创新的促进作用,尤其是增加公司的创新投入与创新产出,继而助推企业成长。总而言之,本文的研究发现有助于我们客观地了解政府背景客户在企业成长发展中扮演的角色,辩证地看待以政府采购为代表的另类政府干预机制对实体经济产生的影响作用。 相似文献
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Zeynab Soltani Batool Zareie Farnaz Sharifi Milani Nima Jafari Navimipour 《The Journal of High Technology Management Research》2018,29(2):237-246
Customer Relationship Management (CRM) is a very important growing business practice in today's environment. It is used for managing the interaction between a company and its future and current customers. CRM approach's task is analyzing data about the history of customers with a company. It focuses on a way to retain customers, therefore it helps the growth of sales. This leads to improvement of company's business relationship with customers. Current study's goal is to determine how technology, organizational capability, customer orientation, and customer knowledge management influence CRM success. We try to see that how the performance of an organization is affected by the achievement of CRM. For testing the hypotheses, Partial Least Squares Structural Equation Modeling (PLS-SEM) was adopted. Results have indicated that the success of CRM is highly influenced through “information technology use”, also “customer orientation”, “organizational capability”, and “customer knowledge management” are related to CRM success. Finally, along with the future research avenues and limitations, study implications and findings are discussed. 相似文献