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Research On Customer Value Innovation Based On Lean Service Of Technology Service Enterprises

Posted on:2016-06-20Degree:DoctorType:Dissertation
Country:ChinaCandidate:Z J ShengFull Text:PDF
GTID:1109330482481065Subject:Business management
Abstract/Summary:PDF Full Text Request
The customer is the basis of survival and development of the enterprise, while the innovation is the engine of development of the enterprise. The technology service enterprises must enhance the market competitiveness and momentum of economic development so as to provide backup for national innovation-driven. The main innovative research work of this paper can be summarized as follows:At the age of value fusion, the problem of customer value innovation for technology services enterprises need to be studied, which links customer demand and enterprise innovation, transferring customer needs to employees’value innovation. Thus, the technology service enterprises would fulfill the convergence of enterprise’s value chain and innovation, and achieve the main status in the market by converting customer value need to employee value innovation.This dissertation probes the customer value innovation from the perspective of lean service of technology service enterprises, discussing how to deal with the market environment of value fusion for technology service enterprises, that is, the technology service enterprises should rely on customer value innovation to overcome the "management trap" to implement the lean service, then, they can meet market demand and competition needs. The research method involves qualitative research and quantitative analysis. Qualitative research methods mainly use a literature analysis, case studies, in-depth interviews and content analysis. Literature analysis is mainly used to discover research gaps and obtain theoretical research. Case analysis is mainly used for testing application model from content analysis of in-depth interviews to conduct scale development and testing. The quantitative analysis is to examine the model by using the ANP method and the SD software, and to statistically analyze the questionnaire survey data by using SPSS software and AMOS software.In this paper, Customer value innovation research based on lean services of technology services business builds for today and the future with a strategic mindset that technology service business must meet the new Chinese economic normality, which is of a certain theoretical and practical significance of its contents and innovation. This paper takes advantage of the research results of marketing theory, innovation theory and service management theory, making further theoretical exploration, which includes three innovative points. In the first place, this paper analyzes customer value innovation of technology service enterprises by grounded theory, and constructs the research model of customer value innovation based on lean service, and then makes the empirical analysis and testing, which enriches the value of innovation theory. In addition, the dimensions of customer value innovation and lean service evaluation dimensions are extracted based on the model, and the evaluation scale is developed which is made up of twenty-four questions and eight dimensions. Finally, this paper analyses the adaptability and further application of the research model in the field of management practices, and proposes how the technology service enterprises achieve an objative of lean service by customer value innovation.The paper discusses the issue of reform and innovation to enhance the creativity and competitiveness of technology services enterprises based on the brand-new perspective. It regards technology services enterprises as the research object, combining qualitative research with quantitative analysis, and theory with practice. Besides, it explores how technology services enterprises rely on customer value innovation to provide lean services to enhance customer value, customer satisfaction and customer loyalty. This dissertation integrates enterprise value and customer value, combining enterprise value chain with enterprise innovation chain, further, it makes the theory more realistic, which is a useful complement and development for the existing service marketing theories.
Keywords/Search Tags:Customer value innovation, Lean service, Value fusion, Technology service enterprises
PDF Full Text Request
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