I 摘要 在全球竞争日趋激烈的环境下，世界各国高度重视科技的力量。企业提高竞争 力除了依靠自身技术研发，还需要借助外部技术转移平台的资源和力量，由此技术 转移成为企业提高技术实力和创新能力的重要环节，同时也是科技成果是否能有效 的转化为生产力的重要步骤。我国技术转移工作经过四十年发展，取得了一定的进 展，但是与发达国家相比，技术转移机构的服务水平和综合实力相对较差，科技成 果转化率偏低，技术转移还是我国创新体系中的薄弱环节。 本文以 S 科技大市场技术转移服务质量为研究对象，首先通过国内外相关文献 的研究，界定了服务质量、技术转移服务质量等概念，梳理了本文的理论基础和相 关研究方法。其次介绍了 S 科技大市场的服务现状，具体分析了科技大市场的发展 现状、机构设置以及目前取得成效等等。然后在此基础上，采用 SERVPERF 量表对 S 科技大市场的技术转移服务质量进行量化研究，通过对被服务对象的抽样问卷调查 和数据分析，总结归纳当前 S 科技大市场的技术转移服务存在的不足。统计数据显 示，S 科技大市场的技术转移服务整体上还有很大的提升空间。最后在情况分析和归 类总结的基础上，对 S 科技大市场的技术转移服务提升提出了包括加快推进管理体 制改革、机构管理制度完善、创新服务人才队伍建设、强化员工考核和监督机制、 创新机构服务方式、打造机构服务品牌效应等在内的提升策略。 关键词 技术转移；服务质量；SERVPERF 模型量表；提升策略河北科技大学硕士学位论文 II Abstract In the context of increasingly fierce global competition, countries all over the world attach great importance to the power of science and technology. In addition to relying on their own technology research and development, enterprises also need to rely on the resources and power of external technology transfer platform to improve their competitiveness. Therefore, technology transfer has become an important link for enterprises to improve their technological strength and innovation ability, and it is also an important step for whether scientific and technological achievements can be effectively transformed into productive forces. After 40 years of development, China's technology transfer has made some progress, but compared with developed countries, the service level and comprehensive strength of technology transfer institutions are relatively poor, the conversion rate of scientific and technological achievements is low, and technology transfer is still a weak link in China's innovation system. This paper takes the service quality of technology transfer in S technology resources market as the research object. Firstly, it defines the concepts of service quality and service quality of technology transfer through the research of relevant literature at home and abroad, and sorts out the theoretical basis and relevant research methods of this paper. Secondly, it introduces the service status of S technology resources market, and analyzes the development status, institutional setup and current achievements of the science and technology market. On this basis, the SERVPERF scale was used to conduct quantitative research on the S technology resources market. Through sampling questionnaire survey and data analysis of the served objects, the deficiencies of the technology transfer service in S technology resources market were summarized. Statistics show that the technology transfer service in S technology resources market as a whole still has great room for improvement. Finally on the basis of the situation analysis and summary of the technology transfer service to S technology resources market promotion put forward including accelerate reform of the management system, organization management system perfect, the innovation service talented person troop construction, strengthening the staff appraisal and supervision mechanism, the innovation service mode, build institutions service brand promotion strategy, etc.Abstract III Key words Technology transfer; Quality of service; SERVPERF model scale;Promotion strategy目 录 V 目 录 摘要....................................................................................................................................I Abstract................................................................................................................................. II 第 1 章 绪 论...................................................................................................................1 1.1 研究背景和意义......................................................................................................1 1.1.1 研究背景...........................................................................................................1 1.1.2 研究意义...........................................................................................................3 1.2 国内外研究综述......................................................................................................4 1.2.1 国内外有关服务质量的研究...........................................................................4 1.2.2 国内外有关技术转移服务质量的研究...........................................................5 1.2.3 研究评述...........................................................................................................6 1.3 研究方法..................................................................................................................6 1.3.1 调查研究法.......................................................................................................6 1.3.2 文献研究法.......................................................................................................6 1.3.3 案例分析法.......................................................................................................7 1.3.4 多学科综合研究法...........................................................................................7 1.4 研究内容及技术路线..............................................................................................7 1.4.1 研究内容...........................................................................................................7 1.4.2 研究技术路线...................................................................................................7 第 2 章 相关概念及理论基础...........................................................................................9 2.1 技术转移服务相关概念界定..................................................................................9 2.1.1 科技成果及科技成果转化...............................................................................9 2.1.2 技术市场...........................................................................................................9 2.1.3 技术转移相关概念...........................................................................................9 2.1.4 服务、服务质量、技术转移服务质量.........................................................10 2.2 理论基础................................................................................................................10 2.2.1 SERVQUAL 理论...........................................................................................10 2.2.2 技术市场理论.................................................................................................11 2.2.3 创业服务体系相关理论.................................................................................11 第 3 章 S 科技大市场服务质量管理现状分析..............................................................13 3.1 S 科技大市场的发展背景.....................................................................................13 3.2 S 科技大市场服务管理现状分析.........................................................................14河北科技大学硕士学位论文 VI 3.2.1 S 科技大市场的机构设置..............................................................................14 3.2.2 S 科技大市场技术转移服务的运营情况......................................................15 3.2.3 S 科技大市场战略合作伙伴..........................................................................18 3.2.4 S 科技大市场获得的政策支持......................................................................19 3.2.5 S 科技大市场取得的荣誉..............................................................................21 第 4 章 S 科技大市场技术转移服务质量存在的问题分析..........................................23 4.1 构建 S 科技大市场技术转移服务质量分析模型................................................23 4.1.1 S 科技大市场技术转移服务质量分析模型建立依据..................................23 4.1.2 S 科技大市场技术转移服务 SERVPERF 模型维度及指标构建................23 4.2 S 科技大市场技术转移服务质量分析问卷调查.................................................24 4.2.1 调查问卷的编制.............................................................................................24 4.2.2 调查问卷的实施.............................................................................................25 4.2.3 调查问卷数据整理.........................................................................................25 4.3 S 科技大市场技术转移服务质量存在的问题分析.............................................28 4.3.1 有形性维度问题分析.....................................................................................28 4.3.2 可靠性维度问题分析.....................................................................................29 4.3.3 响应性维度问题分析.....................................................................................30 4.3.4 保证性维度问题分析.....................................................................................31 4.3.5 移情性维度问题分析.....................................................................................32 4.3.6 综合分析.........................................................................................................34 4.4 S 科技大市场技术转移服务质量问题形成的原因分析.....................................35 4.4.1 机构性质的双面性.........................................................................................35 4.4.2 管理制度尚待健全.........................................................................................35 4.4.3 服务团队力量薄弱.........................................................................................35 4.4.4 员工考核和监督机制不够.............................................................................36 4.4.5 机构服务方式缺乏创新.................................................................................36 第 5 章 S 科技大市场技术转移服务质量提升策略......................................................37 5.1 加快推进管理体制改革........................................................................................37 5.2 机构管理制度完善................................................................................................37 5.3 创新服务人才队伍建设........................................................................................38 5.4 强化员工考核和监督机制....................................................................................38 5.5 创新机构服务方式................................................................................................39 5.6 打造机构服务品牌效应........................................................................................40 结 论.................................................................................................................................41目 录 VII 附 录.................................................................................................................................43。。。。。。以下内容略