零售企业服务创新能力评价指标体系构建

Research on Evaluation Index System of Retail Enterprises Service Innovation Capability

中文关键词:  零售企业  服务创新能力  虚拟零售

英文关键词:retail enterprises  service innovation capabilities  virtual retail

中文摘要:

      借鉴服务创新的相关理论，在问卷调查和专家访谈的基础上，运用德尔菲技术和层次分析法，从基础管理能力、人力资源、市场营销能力、零供关系维护能力、创新服务内容、服务设施创新能力、自有品牌创新能力、技术创新能力八大方面构建零售企业服务创新能力评价指标体系。对北京华联百货店进行评价，结果表明北京华联百货店服务创新能力处于中等偏上水平，对此从服务内容、技术创新和整体水平方面提出服务创新能力提升对策。

英文摘要:

      With reference to relevant theory of service innovation, by using Delphic theory and AHP through questionnaire survey and expert interviews, this paper constructs an evaluation index system of retail enterprise service innovation capability. The index system includes 8 factors: basic management ability, human resources, marketing ability, retailer-supplier relationship maintenance, service content innovation ability, service facility innovation ability, self-owned brand innovation ability and technological innovation ability. By evaluating the service innovation capabilities of Beijing Hualian Group (BHG) department stores, the results show that BHG department stores are above the middle level. This paper proposes the measures to improve service innovation capabilities from service content, technological innovation and whole innovation level.