【作者】 陈庆；

【导师】 周水银；

【作者基本信息】 华中科技大学 ， 物流工程， 2012， 硕士

【摘要】 技术的发展使得顾客与顾客间、顾客与企业间的互动性得到很大提高，价值创造是一个互动过程，包括直接或间接互动，由顾客与企业共同创造，高质量的互动能使顾客与企业共同创造独一无二的体验，这种互动将会是企业竞争优势的新资源。服务主导逻辑（Service Dominant Logic）强调顾客是价值共创者，企业与顾客进行互动能激发更多的创新性产品或服务，提高企业与顾客间的关系价值，进而提高企业的盈利价值。本研究希望从SDL的视角来剖析顾企互动对共创价值的影响。本研究通过文献梳理，将顾企互动分为三个维度：顾客授权，信息共享和人际互动，共创价值分为盈利价值、关系价值和创新价值。构建将顾企互动、市场环境和共创价值在内的理论分析模型，其中顾企互动作为自变量，市场环境作为调节变量，共创价值作为因变量，利用统计软件SPSS17.0进行数据分析，首先运用信度与效度分析方法检验本研究所构建的量表；然后采用描述性样本分析、方差分析、相关分析、回归分析研究变量之间的深层关系；最后基于理论和实证分析，总结得出顾企互动对盈利价值、关系价值和创新价值产生显著性影响；关系价值和创新价值对盈利价值产生显著性影响；顾企互动与共创价值会受到市场环境的调节作用。基于本文的研究假设研究，为企业提出一些理论性建议。更多还原

【Abstract】 As the rapid development of technology, the interactivity between customers andenterprises has enhanced greatly. Value-creating is an interactive process betweencustomers and enterprises, including direct or indirect interaction, and the high qualityinteraction can create unique experiences, this interaction will be competitive advantagesof enterprises‘new resources.Service dominant logic emphasizes customer is the value creator, the interactionbetween enterprise and customers can inspire more innovative products or services forboth, improve the relational value between the two parties, further improve the enterprise’sprofit value. Based on the perspective of service dominant logic, the aim of this study is toanalyze how the interaction between customer and enterprise to affect the valueco-creation.Through the literature review, this study divides the interaction into three dimensions:customer empowerment, information sharing and interpersonal interaction; in addition,value co-creation contains profit value, relational value, and innovative value.Develop the research framework which includes the interaction between customerand enterprise, market environment and value co-creation, interaction as independentvariables, the market environment as a regulation variable, value co-creation as thedependent variable, using the statistical software of SPSS17.0to analyze the data. Firstusing spss17.0to analyze the data with the methods of reliability and validity analysis toverify scale of the research; Then using the descriptive sample analysis, analysis ofvariance, correlation analysis and regression analysis to study the deep relationshipbetween variables; Finally, based on theory and empirical analysis, this paper summarizesthe interaction has a significant influence to the profit value, relational value andinnovation value. Both of relational value and innovation value have a remarkable impacton profit value. The market environment plays a regulatory role in the relationshipbetween interaction and value co-creation. Based on the assumption of the study, I will putforward some suggestions for the enterprise.更多还原