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论文编号：	6566
作者编号：	2120122593
上传时间：	2014/6/18 20:32:30
中文题目：	基于探索与开发视角的服务敏捷性研究
英文题目：	Agility Research in Firms’Service Based on the Exploration and Exploitation Perspective
指导老师：	许晖
中文关键字：	服务敏捷性；探索与开发；组织情境；高层管理团队
英文关键字：	Service Agility; Exploration and Exploitation; Organizational Context;Top Management Team
中文摘要：	在服务业飞速发展的背景下，服务企业对国民经济的推动作用和对其他行业的融合作用日趋显著。随着科技水平和生活品质的不断提高，市场竞争环境发生着快速且深刻的变化，激烈的竞争变化要求企业具备快速响市场环境的能力，敏捷地满足顾客的个性化需求。在现代社会，服务敏捷性可以看做服务企业获得竞争优势的制胜法宝。然而，学者们对服务敏捷性这个领域研究很少，缺乏服务敏捷性的概念界定以及实证研究。 根据双元性理论，开发涉及到优化现有竞争，而探索是关于寻求新的知识和机会。两项活动都被视为企业可持续竞争优势的关键。公司不仅需要在新兴市场背景下开发与新产品和服务有关的新知识，他们也需要利用现有能力与开发现有产品和服务。从这个意义上说，成功企业都是它们通过探索性和开发性创新形成竞争优势。因此，探索与开发能力对企业获得竞争优势有重要作用，有利于企业更好地满足客户需求。 因此，本文尝试从双元性的探索和开发入手，探索国内服务企业实现敏捷性的一般过程，从而为中国服务企业构筑服务敏捷性总结出具有普适意义的要点，为服务企业优化管理工作提供理论依据，弥补学者在服务敏捷性的研究空缺。 基于此，本文以服务敏捷性理论和探索开发理论为理论依据，设计服务企业探索与开发影响服务敏捷性过程研究的分析模型，并选择三个位于我国服务行业中不同细分行业且具有代表性的样本企业，展开跨案例比较研究。通过探索与开发视角解读三个样本企业的服务敏捷性构筑过程，运用分析模型分析出样本企业探索与开发促进服务敏捷性的一般规律，并且就样本企业的共性总结出服务企业实现服务敏捷性的措施要点。
英文摘要：	Under the background of rapid development in the service industry, the role of the service enterprises is becoming significant. With the continuous improvement of science and technology, the environment of modern market is changing so fast and profoundly. Such rapid changes require companies to have the ability to quickly adapt to market environment. In modern society, the service agility can help service enterprises to gain competitive advantage. However, there is little research in the area of service agility, which leads to the lack in defining service agility and empirical research. According to the ambidexterity theory, companies not only need to be developed in the emerging markets where new products and service can be created. And they also need to use the existing ability to improve existing products and service. Therefore, the successful enterprises have their explorative and exploitative competence to form their competitive advantage. The exploration and exploitative competence has an important effect on companies’survival and development. Based on the above theory, this article attempts to explore how domestic service enterprises achieve agility through their exploration and exploitation. Then sum up the main points of the general process to help service enterprises to optimize management work, and make up for the research gap in the service agility area. According to the above opinions, this paper designs an analytical model and chooses three companies as the samples to draw the conclusion.
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