导　　师： 王国庆

学科专业： L0202

授予学位： 博士

作　　者： ;

机构地区： 暨南大学

摘　　要： 随着我国信息服务产业,尤其是电信娱乐信息服务产业的蓬勃发展,我国信息化程度日益提高,信息服务提供商(SP)纷纷通过有效的信息服务创新提升企业的竞争优势。实践表明,服务创新是企业创造顾客价值的重要源泉,是企业实现差异化竞争,获取持续竞争优势的重要途径。然而尽管服务创新非常重要,但是有关电信娱乐信息服务的创新理论仍然很少。本研究旨在探讨电信娱乐信息服务提供商如何通过信息服务创新来培育优势资源,创新顾客价值,从而获取超额利润,获得持续成长,提升组织的持续竞争能力。本文主要研究以下四个方面的内容：第一,研究电信娱乐信息服务创新的构念；第二,考察并验证电信娱乐信息服务创新的结构维度与要素内容；第三,考察并验证电信娱乐信息服务创新关于组织层面的影响因素；第四,考察电信娱乐信息服务创新是否能有效提升企业顾客绩效、财务绩效、成长绩效,并考察电信娱乐信息服务质量在绩效提升过程中所扮演的角色。研究一,采用半结构化的访谈方法和内容分析技术,探索电信娱乐信息服务创新概念内涵。本研究主要对10家信息服务提供商的企业高层管理团队成员进行了深度访谈,考察电信娱乐信息服务创新实践的关键事件,并识别其关键要素及特征。随后,通过对访谈材料的内容分析和编码,初步界定电信信息创新四大关键要素,分别为信息服务概念、信息服务界面、信息服务传递系统、信息技术的选择与应用。研究二,根据访谈研究提出的电信娱乐信息服务创新及其特征,本研究开发了电信娱乐信息服务创新的问卷,并采用问卷调查的方法,收集相关数据,通过探索性因素分析和验证性因素分析考察了电信娱乐信息服务创新的结构维度与要素内容。研究结果表明,电信娱乐信息服务创新与传统服务创新有所差 With the rapid development of the information services industry, especially telecom entertainment information services, and the innovation of information technology, information service providers /(SP/) have adopted an effective information service innovation to improve entities competitive advantage in China. Practice has shown that service innovation is an important source of customer value creation, arriving at competitive differentiation, access to an important way to sustainable competitive advantage. Although the service innovation is very important, there is a little research on innovation theory of telecommunications information services. This study was designed to explore how information service providers to foster innovation in telecommunications and information services, superior resources, and create customer value, enhance the organization's continued competitiveness. The dissertation studies divided to four aspects:first, explaining the concept of the service innovation for telecom entertainment information; second, examine and verify the construct's dimensions and contents of services innovation; third, examining whether the telecommunications information services innovation can effectively enhance the performance of enterprise customers, financial performance, growth performance, and examine the performance quality of telecommunications information services to enhance the role of the process; Fourth, the impacts on the service innovation from the view of organization. 1st Study, to explore the construct of telecom entertainment information services, using the method of semi-structured interview and content analysis techniques. Firstly, making in-depth interviews with ten senior management team members from different service providers, designed to examine the critical incidents of the service innovation for the telecom entertainment information and identify the key elements of the process and characteristics. Subsequently, through the content analysis and coding from the interview's mater

关 键 词： 服务创新 电信娱乐信息 绩效机制 中介效应

领　　域： [经济管理]