制造业中产品服务系统的客户导向性与客户关系承诺  

Relationship between Customer Orientation of Product Service System and Customer Relationship Commitment in Manufacturing Industry

作　　者：赵晓煜[1] 孙梦迪 Zhao Xiaoyu;Sun Mengdi(School of Business Administration,Northeastern University,Shenyang 110167,China)

机构地区：[1]东北大学工商管理学院

出　　处：《技术经济》2019年第5期95-102,共8页Journal of Technology Economics

基　　金：国家自然科学基金面上项目“服务交互中顾客价值共创行为的管理策略研究——人力资源管理的视角”(71472035)

摘　　要：基于服务主导逻辑等相关理论,分析了产品服务系统客户导向性的内涵和外延。按照价值创造的源点、形态和目标将产品服务系统的客户导向性划分为客户业务问题导向、客户解决方案导向和客户绩效改进导向等三个维度。以组织市场作为研究背景,建立了以产品服务系统的客户导向性为自变量,客户使用价值为中介变量,客户关系承诺为因变量,客户业务问题复杂度为调节变量的理论模型。以三家服务型制造企业的下游客户作为研究对象,通过调查法收集数据,对提出的理论模型进行了实证检验,证实了产品服务系统的客户导向性对客户使用价值和客户关系承诺具有积极的影响,客户业务问题复杂度对上述关系具有调节作用。Based on the theory of service-dominant logic,this paper analyzes the connotation and extension of customer orientation of product service system.According to the source,form and goal of value creation,it divides customer orientation of PSS into three dimensions:customer business problem orientation,customer solution orientation and customer performance improvement orientation.Taking business market as the research background,it establishes a theoretical model with customer orientation as independent variable,customer value-in-use as intermediary variable,customer relationship commitment as dependent variable,and complexity of customer business problem as moderating variable.Taking the downstream customers of three service-oriented manufacturing enterprises as the research objects,it collects data through survey method and makes empirical test on the proposed theoretical model.The results prove that customer orientation of PSS has a positive impact on customer value-in-use and customer relationship commitment,and the complexity of customer business problems has a moderating effect on the above relationship.

关 键 词：产品服务系统 客户导向性 使用价值 关系承诺 

分 类 号：F713.50[经济管理—市场营销]