【作者】 周国华；

【导师】 陈荣秋；

【作者基本信息】 华中科技大学 ， 管理科学与工程， 2012， 博士

【摘要】 物流服务是服务业的重要组成部分,在生产性服务业中发挥着越来越重要的作用。大力发展物流产业是我国的产业发展战略,而创新则是物流企业持续发展的源泉和动力。本文的目的就是要研究影响物流企业服务创新的因素,从而为物流企业的创新实践提供支持。论文采取规范研究与实证研究相结合、定性分析与定量分析相结合的研究方法,紧紧围绕物流企业服务创新的影响因素这个核心问题,从其来源、结构分析到构建“主体—过程”的二维模型逐步从理论和实践两个方面展开。首先,本文论证了物流企业服务创新的影响因素来源。从两个角度进行了研究：一是分析了基于企业边界的创新影响因素的来源,得出来源于内部的5个和外部的7个影响因素；二是进行了基于能动性的物流服务创新影响因素分析,从能动性的角度,构建了“主体—客体—环境”三角概念模型。在该模型中,顾客、员工、供应商、合作伙伴、公共部门5个方面构成了“主体”的内容;“环境”则包括一般的外部圈层(技术知识、社会环境、制度)和内部圈层(企业战略、管理水平、组织结构、运作流程)；并论证了两个基本假设：主体对物流服务创新的产生具有直接的正向影响,环境对物流服务创新产生具有间接的正向影响。其次,研究了物流企业新服务开发(NSD)过程。从一般的服务创新过程理论出发,阐明了物流服务创新的复杂性。对物流新服务开发过程进行了问卷调查和深度访谈,论述了早期(概念)、中期(设计)、后期(测试)三个阶段中主体作用发挥的差异性问题。研究发现,不同规模的物流企业对NSD的不同阶段具有不同的认识,物流企业新服务开发过程的全面性与物流企业规模成正相关关系。“概念构思”和“市场投放”是所有被调查的物流企业都开展的环节,因而也是最重要的环节。深度访谈还揭示出：新服务开发的关键环节因细分物流类别或物流服务品种不同而有所差异。第三,研究了基于“过程—主体”两个维度的创新影响因素问题,提出了概念模型。该概念模型是由创新主体(员工、顾客、供应商)和创新阶段(概念阶段、开发阶段、引入阶段)二维变量构成9个方块(九宫图)。论文分析了服务创新的主体问题,研究得出员工、顾客、供应商三个主体是最为重要的主体。对不同方块的具体内容进行了详尽的分析,得出的基本结论是：物流企业在不同的创新阶段,其创新主体发挥的作用是有区别的。最后,定量研究了物流企业创新影响因素与三个阶段的创新产出之间的相关性。主要的研究结论体现在两方面：一是物流企业服务创新的影响因素主要包括员工、顾客、供应商、外部环境、内部环境以及辅助主体因素六大类,其中员工和顾客、供应商的贡献率较大；二是创新过程的不同阶段,每一因素对服务创新的影响程度各不相同。通过相关回归分析,建立了影响因素与三个阶段创新产出的回归模型。可以看出,在概念阶段和引入阶段,员工因素影响显著,而在开发阶段,则是供应商的影响显著。另外,外部和内部环境也起着不同程度的作用。验证了基本假设：创新活动的影响因素中,创新主体对创新产出发挥直接的正向作用以及环境发挥着间接的正向作用。关于物流企业服务创新的影响因素问题,还需要进一步研究其适应性、具体创新产出的度量等问题。更多还原

【Abstract】 Logistics service is the significant part of the service industry, which plays an increasingly important role in Producer Services. Developing the logistics industry, vigorously, is China’s industrial development strategy, and only innovation is the source and motivation of the development of logistics enterprises. The purpose of dissertation is to search and analyse these influencing factors, which influence the innovation of logistics enterprises and thus provide support for the service innovation of logistics enterprises.With using research methods, including normative research, empirical research, qualitative and quantitative analysis, around the key issue about influencing factors of the logistics service innovation, the study analyze the origin, structure and relation of factors step by step and build a "subject-process" two-dimensional model resolving the question from both theoretical and practical.First of all, the dissertation analyses and demonstrates, from two angles, the sources of influence factors of the logistics service innovation. First, based on the enterprise boundary, the dissertation discuss the source of factors, including two aspects, namely, internal5factors and external7factors. Second, based on the initiative theory, the dissertation divides the12factors into two categories further, and constructs a "subject-object-environment" triangle conceptual model from a philosophical point. In this model, customers, employees, suppliers, partners, and public sector, these five factors belong to "subject";"environment" includes the external circle (technical knowledge, social environment, institutional) and internal circle (business strategy, management level, organizational structure, operational processes). Based on this analyze, the dissertation proposes two basic assumptions:"subject" has a direct positive effect on logistics services innovation;"environment" has an indirect positive impact on logistics service innovation.Secondly, the dissertation analyzes the new service development (NSD) process of logistics enterprises, and illustrates the complexity of the logistics service innovation from the theory of general service innovation process. Through questionnaires and interviews, the article discusses the difference of "subject "that play in three stages, namely, early stage(concept),medium term (design) and later stage(test). The study displays that logistics enterprises of different size have different understanding about the different stage of NSD, and there is a positive correlation between the comprehensiveness of the NSD process in logistics enterprises and logistics firm size."Conception" and "Launch" are carried out by all investigated logistics enterprises, and also the most important stage. Relevant depth interviews also revealed that: the key stage in NSD varies due to different categories of logistics and logistics services varieties.Third, through two-dimension,"process" and "subject", the article explores the influencing factors and proposes a conceptual model. The conceptual model is a square drawing with two-dimensional variable that consist of innovative subjects (employees, customers, suppliers) and innovative stage (conceptualization stage, development stage, introduction stage), including nine boxes (Lo Shu Square). Then, the dissertation analyzes the subject of the service innovation, and considering employees, customers and suppliers are the most important subject. Through detailed analysis of the specific content of the box, the article draws a basic conclusion: the subject plays different roles when logistics enterprises at different stages of NSD.Finally, the dissertation quantitatively studies the correlation between the influencing factors of the logistics service innovation and the innovation output of the three stages. There are empirical findings in two aspects:first, logistics service innovation influencing factors are classified as employees, customers, suppliers, external environment, internal environment, and auxiliary subject in six categories, in which employees and customers and suppliers has a major impact separately; second, each factor vary degrees of impact on different stages of the logistics service innovation process. Then, with correlation and regression analysis, the article establishes the regression model (equation) about influencing factors and the three stages of innovation output. It can be seen that in the conceptualization stage and the introduction stage, employees both have a significant impact; but, in the development phase, it is the suppliers.About the issue to service innovation influencing factors of logistics enterprises, further research is needed, such as adaptability, measurement about specific innovation output and so on.更多还原