Service Delivery Encounters in Business-to-Business Contexts as a Source of Innovation – A Conceptual and Explorative Study

Debra Neumann; Hartmut H. Holzmüller

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Service Delivery Encounters in Business-to-Business Contexts as a Source of Innovation – A Conceptual and Explorative Study

机译：企业对企业环境中的服务交付遭遇作为创新的来源–概念和探索性研究

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摘要

This article offers a conceptual and empirical view on the potential for innovation impulses stemming from the supplier-customer interface as a more or less unplanned by-product of customer contact of service companies. The empirical findings support the existence of a considerable innovation potential at the supplier-customer interface. Determinants of this source of innovation are identified and suggestions are made as to how companies can tap this potential.

机译：本文提供了概念性和实证性的观点，说明了作为服务公司客户联系的或多或少计划外的副产品，来自供应商-客户界面的创新动力的潜力。实证结果支持在供应商-客户界面存在巨大的创新潜力。确定创新来源的决定因素，并就公司如何利用这一潜力提出建议。

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来源
《Journal of Business Market Management》 |2007年第2期|105-134|共30页
作者
Debra Neumann; Hartmut H. Holzmüller;
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作者单位

Universit?t Dortmund, Dortmund, Germany;

Universit?t Dortmund, Dortmund, Germany;

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正文语种 eng
中图分类
关键词
innovation; frontline employees; service delivery; customer interface; business; to; business services;

机译：革新;一线员工;服务提供;客户界面;商业;对;商业服务;

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机译：服务评估中服务遇到质量的影响：企业对企业环境中的证据
2. Outcomes of service encounter quality in a business-to-business context [J] . Chanaka Jayawardhena, Anne L. Souchon, Andrew M. Farrell, Industrial marketing management . 2007,第5期

机译：服务结果在企业对企业环境中遇到质量问题
3. Enhancing service innovation in a business-to-business context: Four questions for SMEs transforming to service logic [J] . Maaria Nuutinen, Katri Ojasalo International journal of quality and service sciences . 2014,第4期

机译：在企业对企业环境中加强服务创新：中小企业向服务逻辑转变的四个问题
4. Determinants of Brand Equity in Business-to-Business Services: An Exploratory Study in the IT Services Context [C] . Avinandan Mukherjee, Kyungwon (Kyung) Lee Winter Marketing Academic Conference . 2016

机译：企业对企业服务品牌股权的决定因素：IT服务背景下的探索性研究
5. Measuring value driven choice in business-to-business service innovation. [D] . Gordon, Geoffrey Lippincott. 1991

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6. ‘They hear Africa and they think that there can’t be any good services’ – perceived context in cross-national learning: a qualitative study of the barriers to Reverse Innovation [O] . Matthew Harris, Emily Weisberger, Diana Silver, 2015

机译：他们听到非洲他们认为没有任何优质的服务 –跨国学习中的感知背景：对逆向创新障碍的定性研究
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Service Delivery Encounters in Business-to-Business Contexts as a Source of Innovation – A Conceptual and Explorative Study

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