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随着服务经济在国民经济中的地位日益重要,越来越多的学者开始研究顾客参与和服务创新的问题。由于服务的生产与消费的不可分离性,服务在生产的同时被消费,因此顾客常常参与到生产过程中,这对服务生产的创新活动都会产生影响。但是以往的研究大都局限在实体的服务业,几乎没有涉足到网络服务业这一新的视角,本文从网上送餐这一视角,对顾客参与服务创新对服务绩效的影响机制的有关文献进行综述研究,并构建了网络送餐视角的理论模型。
As the service economy becomes more and more important in the national economy, more and more scholars begin to study the issue of customer participation and service innovation. Due to the inseparability of service production and consumption, services are consumed at the same time as production. Therefore, customers are often involved in the production process, which has an impact on the innovation activities of service production. However, most of the previous studies are limited to the entity’s service industry, with almost no involvement in the new perspective of the network service industry. This article reviews the relevant literature on the mechanism by which customers participate in the service performance impact from the perspective of online delivery Research, and build a theoretical model of network delivery perspective.