动态服务分析能力和服务公司绩效:探索适应性和客户链接能力的调解作用
Yanting Huang1,2, Kai Zhang3, Xuejiao Chen4
1School of Business Administration, Zhongnan University of Economic and Law, Wuhan, Hubei, China.
PloS one
|February 6, 2026
概括
动态服务分析能力 (DSAC) 通过增强适应性和客户链接能力来提高公司业绩. 这些能力形成了一个连续的路径,使服务公司能够更好地应对市场变化.
科学领域:
- 商业和管理的管理.
- 服务运营管理 服务运营管理
- 战略管理的战略管理.
背景情况:
- 服务公司利用动态服务分析能力 (DSAC) 来满足不断变化的客户需求.
- DSAC对公司业绩的确切影响和潜在机制需要进一步澄清.
研究的目的:
- 调查DSAC对服务公司业绩的直接影响.
- 检查适应能力和客户链接能力在DSAC-绩效关系中的调解作用.
主要方法:
- 该研究分析了338家服务企业样本中的数据.
- 使用统计分析来测试拟议的调解效应.
主要成果:
- 发现DSAC对公司业绩产生了积极的影响.
- 适应能力部分调解了DSAC和公司绩效之间的关系.
- 适应性和客户链接能力顺序介绍了DSAC对公司业绩的影响.
结论:
- DSAC通过持续的调解途径提高服务公司的业绩,涉及适应性和客户链接能力.
- 这些发现为服务公司提供了实用的见解,以优化DSAC的有效性和提高市场响应能力.
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