定制化知识密集型服务创新过程与客户互动机制研究

浙江大学硕士学位论文定制化知识密集型服务创新过程与客户互动机制研究姓名：钟宪文申请学位级别：硕士专业：企业管理指导教师：魏江20060401定制化知识密集型服务创新过程与客户互动机制研究作者：钟宪文学位授予单位：浙江大学参考文献(111条)1.AlwinM.EverettMRThediffusionofinteractivecommunicationinnovationsandthecriticalmass:theadoptionoftelecommunicationsservicesbyGermanbanks19992.AvanRJ.HemantCSAnexaminationofcollaborationinhigh-technologynewproductdevelopmentprocesses19983.AndreasB.ChristophB.AlainT.Beate,WDevelopers:keyactorsoftheinnovationprocess.Typesofdevelopersandtheircontactstoinstitutionsinvolvedinresearchanddevelopment,continuingeducationandtraining,andthetransferoftechnology20004.AntonelliCLocalizedtechnologicalchange,newInformationtechnologyandtheknowledge-basedeconomy:TheEuropeanEvidence19985.LievensA.MoenaertRKCommunicationflowsduringfinancialserviceinnovation1999(34)6.BaarkEInnovationinaknowledge-intensiveservice:thecaseofengineeringconsultancy19987.BruceS.TetherWhoco-operatesforinnovation,andwhy:anempiricalanalysis20028.BilderbeekR.HertogPD.MarklundG.Miles,IServiceininovation:knowledgeintensivebusinessservices(KIBS)asco-producersofinnovation19989.ClaudeR.MartinJr.DavidA.HorneLevelofsuccessinputsforserviceinnovationsinthesamefirm1995(04)10.ClaudiaKServiceinnovation-areviewofthestateoftheart200111.ClaudioARIdentifyingfactorswhichinfluenceproductinnovation:acasestudyapproach1990(01)12.ChrisS.DavidKInnovationinservices:theneedforknowledgemanagement2002(01)13.DavenportPIntelligententerprise:aknowledgeandservicebasedparadigmforIndustry199214.DavidJJEffectsofcommunicativefactorsonparticipationininnovations1990(01)15.DebraZ.AbbieG.ElisaFSources,uses,andformsofdatainthenewproductdevelopmentprocess200416.TetherBWhoco-operatesforinnovationwithinthesupply-chain,andwhy?ananalysisoftheUnitedKingdom'sInnovationSurvey200017.EdvardssonB.OlssonJKeyconceptsinnewservicedevelopment1996(02)18.EllenE.ChristophK.OliverGManagingtheriskofcustomerintegration2005(02)19.EllenE.MichaelG.AlexeiM.Stefanos,VInnovation/knowledgecreation,customerintegrationandenteringnewventures200220.EricW.YvonneM.vanE.Josvan,HThedynamicsoffactorsaffectingtheadoptionofinnovations200221.FioccR.GianolaANetworkanalysisofknowledge-intensiveservice200322.GaryLR.RobertBH.ThomasVSSuccessfactorsforintegratingsuppliersintonewproductdevelopment199723.GerardAA.PatriciaWM.DavidLWSeller-buyerinteractionsduringthecommercializationoftechnologicalprocessinnovations199624.GersunnyC.RosengrenWRTheservicesociety197325.GloriaB.PamSE.BruceKPDevelopmenttypologiesofconsumermotivesforuseoftechnologicallybasedbankingservices199726.GummessonEProductivity,quality,andrelationshipmarketinginserviceoperations1998(01)27.TangHKAnintegrativemodelofinnovationinorganizations1998(05)28.HeinzHInnovationmodesintheSwissservicesector:aclusteranalysisbasedonfirm-leveldata200329.HowellsJThenatureofinnovationinservices,innovationandproductivityinservices200130.InaDIdentifyinginnovationinsurveysofservices:aSchumpeterianperspective200431.WebbIanKnowledgemanagementintheKIBS-clientenvironment:acasestudyapproach[PRESTPaper02-12]200232.JaeSL.YongXXAcustomerserviceprocessinnovationusingtheintegrationofdatabaseandcasebase1996(04)33.JariK.MartinMInsightsintoservicesandinnovationintheknowledgeintensiveeconomy200334.JoanneRCompetitioninthebusinessservicessector:implicationforthecompetitivenessoftheEuropeanecomomy2003(02)35.JohanHServicesininnovation-innovationinservices199836.JosephM.BonnerTheinfluenceofformalcontrolsoncustomerinteractivityinnewproductdevelopment200537.JosephB.PineHMasscustomization,thenewfrontierinbusinesscompetition199338.JozeeL.BrigitteHBidirectionalinformationaltransfer:animperativefornetworkandmarketinginaCanadiantelecommunicationsfirm199639.KentE.AnnaLVCustomerretention,purchasingbehaviorandrelationshipsubstanceinprofessionalservices200040.KevinWB.JoseE.CedeO.John,F.CProcessinnovationcasestudiesofcriticalsuccessfactors2000(04)41.KjellEG.ChristianHDoescustomerinteractionenhancenewproductsuccess200042.KwakuAGDifferentialpotencyoffactorsaffectinginnovationperformanceinmanufacturingandservicesfirmsinAustralia199643.KongRLKnowledgeintensiveserviceactivities(KISA)inKorea'sinnovationsystem200344.KwakuAGMarketOrientationandinnovation199645.LanceAB.AmyLO.StephenWB.Robert,I.RClientco-productioninknowledge-intensivebusinessservices200246.LaraS.RobinMElectroniccashandtheinnovationprocess:auserparadigm199847.Lengnick-HallCACustomercontributiontoquality:adifferentviewofthecustomerorientedfirm1996(03)48.LengnickHLooktocustomerstoincreaseproductivity199649.MarcHM.ArthurDPerspective:creatingaplatform-basedapproachfordevelopmentnewservices200150.MarianneA.LaurenceBCHowtotakecustomersintoconsiderationinserviceinnovationprojects2004(01)51.MarkusG.BarbaraAG.BambiDEffectsofservicemechanismsandmodesoncustomers'attributionsaboutservicedelivery200152.MichaelSX.AnthonyCD.LisaZSPioneeringadvantageinnewservicedevelopment:amulti-countrystudyofmanagerialperceptions200053.MileT.PaulF.PeterOSuccessfulpredictorsofbusinessprocessreengineering(BPR)infinancialservices200354.MilesIServicesinnationalinnovationsystems:fromtradi