Linking Customer Interaction and Innovation: The Mediating Role of New Organizational Practices
研究了企业如何通过新组织实践（如加强沟通、奖励知识分享、授权）来利用客户知识提升创新能力，基于169家丹麦企业的数据发现组织实践完全中介了客户知识对创新的影响。
The notion that firms can improve their innovativeness by tapping users and customers for knowledge has become prominent in innovation studies. Similar arguments have been made in the marketing literature. We argue that neither literatures take sufficient account of firm organization. Specifically, firms that attempt to leverage user and customer knowledge in the context of innovation must design an internal organization appropriate to support it. This can be achieved in particular through the use of new organizational practices, notably, intensive vertical and lateral communication, rewarding employees for sharing and acquiring knowledge, and high levels of delegation of decision rights. In this paper, six hypotheses were developed and tested on a data set of 169 Danish firms drawn from a 2001 survey of the 1,000 largest firms in Denmark. A key result is that the link from customer knowledge to innovation is completely mediated by organizational practices. This work is licensed under a Creative Commons Attribution 4.0 International License. You are free to copy, distribute, transmit and adapt this work, but you must attribute this work as “Organization Science. Copyright © 2017 INFORMS. https://doi.org/10.1287/orsc.1100.0584 , used under a Creative Commons Attribution License: http://creativecommons.org/licenses/by/4.0/ .”