自助服务科技对企业绩效影响的多案例研究

被引：6

作者：

李靖华

王祺

机构：

[1] 浙江工商大学技术与服务管理研究中心

来源：

科学学研究 | 2010年 / 28卷 / 09期

基金：

国家自然科学基金重点项目;

关键词：

自助服务科技; 多案例研究; 资源; 服务生产率; 绩效;

D O I：

10.16192/j.cnki.1003-2053.2010.09.018

中图分类号：

F272 [企业计划与经营决策]; F273.1 [企业技术管理];

学科分类号：

1201 ; 1202 ; 120202 ;

摘要：

我国自助服务科技主要是借鉴和模仿在该领域起步较早的西方国家,其对我国企业绩效的影响目前尚无定论。从员工视角出发,选择自助取单机、自助值机、ATM机和自动售药机4种自助服务科技,采用多案例研究方法,探讨自助服务科技对我国服务企业绩效的影响。旨在分析自助服务科技系统中的资源是如何通过影响服务生产率,最终影响企业绩效的。研究发现理论模型中各阶段变量间存在正向影响关系,其中成本效用、自助服务科技的社会效益成为与以往研究不同的核心变量或得到不同的解释。

引用

页码：1395 / 1404

页数：10

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