【作者】 陈科；

【导师】 傅强；

【作者基本信息】 重庆大学 ， 技术经济及管理， 2019， 博士

【摘要】 在相关管理实践中,国内外有大量信息技术投资项目并未带来预期的组织绩效的提升,即所谓的信息技术“生产力悖论”。信息技术或信息技术能力能否为组织带来竞争优势或者绩效的改善(即信息技术或信息技术能力的价值创造过程)已经成为学术界以及企业管理者愈发重视的研究课题。2014年11月,首届世界互联网大会在中国乌镇举行。这是中国接入国际互联网20年以来首次倡导,并作为东道主举办的世界互联网盛会。在新一轮信息革命到来之际,乌镇互联网峰会向世界充分展示了中国在互联网领域的发展成就以及中国互联网企业的发展成就。2015年,中国提出了“互联网+”计划,工业、商业、金融业等各行各业都试图进一步实现与互联网的深度融合。在新一轮信息化浪潮下,信息技术的广泛应用不仅有力支持了大量企业内部的生产经营,并且越来越多的企业重视通过信息化建设,实现客户关系管理(CRM)的改善,从而为企业谋取有利的外部市场环境提供了支持。因此,面对新一轮信息技术革命和“互联网+”大势,市场绩效作为衡量企业经营成果的市场标准,明确信息技术能力对企业市场绩效的影响(即信息技术能力的市场价值创造过程)有着重大的现实意义。目前,众多学者对于信息技术能力与组织绩效关系的研究,主要集中在传统资源基础理论以及能力理论范畴,而信息技术能力与组织绩效关系主要体现为信息技术能力对组织内部效率提升的价值上。可是随着互联网经济模式的兴起,产品“信息化”、“数字化”含量不断提高。一方面,企业越发重视信息技术应用对客户关系管理活动的支持,并通过客户端界面向客户提供与之有关的信息服务;另一方面,客户的产品消费过程对企业客户端所提供的信息服务越发依赖,客户端界面的用户规模与日俱增,企业的客户信息服务的市场网络价值凸显,客户对产品的消费决策也随之发生根本性的转变。正是基于以上新情况的出现,信息技术能力与企业外部市场竞争优势的关系正发生着深刻的转变,从而对企业的市场价值创造也产生显著影响,传统的信息技术能力的价值创造过程有待重新研判。因此,进行信息技术能力与市场绩效关系的研究具有重要的理论意义。在阅读大量理论文献和考查现实案例的基础上,本文结合信息服务的网络效应和信息技术能力对信息服务影响的考虑,从网络经济学、产品差异化理论的视角,采用交叉学科的研究方法(博弈论、数值仿真),重点分析网络效应下信息技术能力积累(以及信息服务的市场环境)对市场绩效的影响,并运用结构方程模型加以验证。本文基本的研究思路为:首先,在对信息技术能力的定义及分类的基础上,研究信息技术能力积累的途径以及效率问题;其次,从客户关系管理的视角,重点讨论信息技术能力积累对企业以及合作对象市场绩效的影响,并通过数理分析以及数值仿真加以推演,最后运用结构方程模型加以验证。这是本文研究的核心问题,也构成了本文的研究主线;另外,由于本文是在网络效应下研究信息技术能力积累的“市场”价值创造过程(即信息技术能力积累对市场竞争优势、市场绩效的影响),而网络效应下信息服务的市场环境也会对企业的市场价值创造产生影响;因此,在核心问题研究的同时,本文尝试讨论了信息服务的市场环境对企业市场绩效的影响,并通过数理分析以及数值仿真加以推演,最后运用结构方程模型加以验证。这是本文核心问题研究的延伸,也构成了本文研究的副线。其主要的研究结论为:第一,从信息技术能力的积累途径来看,企业可以通过内、外部两类获取来源以及社会化、外部化、内部化、组合化四种转化方式有针对性的实现各信息技术能力单元的积累;从信息技术能力的积累效率来看,在业务衔接过程中企业的信息技术能力的积累效率主要受到双方企业信息技术应用状况的影响。其中,当双方企业信息技术应用效率都处于较高水平,形成组织间信息技术协调时,双方企业的信息技术能力积累才具备效率。第二,从外部市场的视角提出,信息技术核心能力优势获取的客户信息服务的质量优势,能确保企业信息技术标准的市场主导地位,从而最终实现企业对客户的锁定效应以及企业对市场的控制。而信息技术能力积累以及信息服务的市场推广都有助于提高企业对客户的锁定效应和信息服务的网络效应,从而达到提升自身市场竞争优势的目的。第三,从外部市场的视角提出,企业的信息技术能力积累以及信息服务的推广,能够提高企业对客户的锁定效应和信息服务的网络效应,从而达到改善企业市场绩效的目的;与此同时,在这一过程中,所引发的客户信息服务的网络效应的提升,对互补市场中合作企业的市场绩效能够产生积极影响。更多还原

【Abstract】 In the relevant management practice,a large number of IT investment projects at home and abroad do not have brought about the expected improvement of organizational performance,that is,the so-called IT "productivity paradox".Whether information technology or information technology capability can bring competitive advantage or improve the performance of an organization(i.e.the value creation process of information technology or information technology capability)has become an increasingly important research topic for academia and business managers.In November 2014,the first World Internet Congress was held in Wuzhen of China.This is the first time that China has advocated Internet access in 20 years and hosted the World Internet Festival.With the advent of the new information revolution,the Wuzhen Internet Summit has fully demonstrated to the world the development achievements of China in the field of Internet and the development achievements of China’s Internet enterprises.In 2015,China put forward the plan of "Internet +",and industries,commerce,finance and other industries try to further integrate with the Internet.In the new wave of information technology,the wide application of information technology not only strongly supports the production and operation of a large number of enterprises,but also more and more enterprises attach importance to the improvement of customer relationship management(CRM)through information construction,thus providing support for enterprises to seek favorable external market environment.Therefore,in the face of a new round of information technology revolution and the "Internet +" trend,market performance as a market standard measures the results of enterprise operation,and it is of great practical significance to clarify the impact of information technology capability on the market performance of enterprises(that is,the market value creation process of information technology capability).At present,many scholars focus their research on the relationship between Information Technology capability and organizational performance mainly in the traditional resource-based theory and competency theory,while the relationship between Information Technology capability and organizational performance is mainly reflected at the value of Information Technology capability to improve organizational internal efficiency.However,with the rise of the Internet economic model,the content of "informationization" and "digitalization" of products has been continuously increasing.On the one hand,enterprises pay more attention to the support of information technology application to customer relationship management activities,and provide relevant information services to customers through the client interface;on the other hand,the customer’s product consumption process relies more and more on the information services provided by the enterprise client,the user scale of the client interface increases with each passing day,and the market network value of the enterprise’s customer information services is highlighted,customers’ consumption decisions on products also undergo fundamental changes.Based on the above new situation,the relationship between information technology capability and enterprise’s external market competition advantage is undergoing a profound change,which has a significant impact on enterprise’s market value creation.The value creation process of traditional information technology capability needs to be re-judged.Therefore,it is of great theoretical significance to study the relationship between information technology capability and market performance.On the basis of reading a large number of theoretical documents and examining practical cases,this paper considers the influence of network effects of information services and adopts interdisciplinary research methods(game theory and numerical simulation)from the perspective of network economics and product differentiation theory.The influence of the accumulation of information technology capabilities under network effects and market environment of information service on market performance is validated by structural equation model.The basic research ideas of this paper are as follows: firstly,on the basis of the definition and classification of information technology capability,the ways and efficiency of information technology capability accumulation are studied;secondly,from the perspective of customer relationship management,the impact of information technology capability accumulation on the market performance of enterprises and partners is discussed and deduced by mathematical analysis and numerical simulation.Structural equation model is used to validate the results.This is the core issue of this paper,and also constitutes the main line of this study.In addition,because this paper studies the "market" value creation process of information technology capability accumulation under the network effect(i.e.the influence of information technology capability accumulation on market competition advantage and market performance),the market environment of information service under the network effect will also have a shadow on the enterprise’s market value creation.Therefore,while researching the core issues,this paper tries to discuss the impact of information service market environment on enterprise market performance,and deduces it through mathematical analysis and numerical simulation.Finally,it uses structural equation model to verify it.This is the extension of the core issue of this paper,and also constitutes the auxiliary line of this study.The main conclusions are as follows: Firstly,from the point of view of the accumulation ways of information technology capabilities,enterprises can achieve the accumulation of information technology capability units through internal and external sources and four transformation ways including socialization,externalization,internalization and combination;from the accumulation efficiency of information technology capabilities,the accumulation efficiency of enterprises’ information technology capability in the process of business convergence is mainly affected by the application condition of information technology in enterprises of both sides.Among them,when the information technology application efficiency of both enterprises is at a high level and it forms inter-organizational information technology coordination,the accumulation of information technology capabilities of both enterprises will be efficient.Secondly,from the perspective of external market,this paper proposes that the quality advantage of information services acquired by the advantage of core capability of information technology can ensure the dominant position of enterprise information technology standards in the market,thus ultimately it realizes the lock-in effect of enterprise to customers and the control of enterprise to the market.The accumulation of information technology capabilities and the market promotion of information services are helpful to improve the lock-in effect of enterprises to customers and the network effect of information services so as to achieve the purpose of enhancing their market competition advantages.Thirdly,from the perspective of external market,this paper proposes that the accumulation of information technology capabilities and the promotion of information services of enterprises can improve the lock-in effect of enterprises to customers and the network effect of information services so as to achieve the goal of improving the market performance of enterprises.Meanwhile,in this process,the promotion of the network effect of customer information services can has a positive impact on the market performance of cooperative enterprises.更多还原