制造业企业服务提供与企业绩效--顾客中心导向的调节影响作用  

Service Provision and Performance of Manufacturing Enterprises: the Moderating Effect of Customer-centered Orientation

作　　者：胡查平[1] 冉宪莉 胡琴芳 Hu Chaping;Ran Xianli;Hu Qinfang(Business School,Guizhou Minzu University,Guiyang 550025,China;College of Economics&Trade,Hunan University of Technology,Zhuzhou 412007,Hunan,China)

机构地区：[1]贵州民族大学商学院,贵阳550025 [2]湖南工业大学经济与贸易学院,湖南株洲412007

出　　处：《技术经济》2019年第11期64-73,共10页Journal of Technology Economics

基　　金：国家自然科学基金“制造业企业服务化战略的生成逻辑与作用机制:基于企业能力理论视角”(71562005);国家自然科学基金“环境压力、知识密集服务网络嵌入与制造业服务化战略转型绩效的关系研究”(71762006);国家自然科学基金“连带责任治理对供应商集群内机会主义行为的影响机制研究”(71702053);湖南省哲学社科基金“社会网络视角下农产品供应商的投机行为治理模式创新与应用研究”(17YBA126);湖南省社科成果评审委员会项目“全渠道整合对企业绩效的影响研究:基于价值网络理论”(XSP19YBC257)。

摘　　要：学界关于顾客中心导向在制造业服务化战略转型中的积极影响的研究受到了广泛关注,但针对制造企业不同情境下的服务化战略选择,宜采取何种顾客中心导向以助于制造企业服务化战略转型绩效成功获取这一问题在过往研究中没有引起足够重视。本文从顾客中心导向视角出发,以华东、华中、华南208家各类制造企业为研究对象,探讨了制造企业不同服务化战略选择的情境下,不同顾客中心导向的秉持对制造企业服务化战略转型绩效的影响。结果表明:当制造企业所秉持的顾客中心导向与制造企业特定服务化战略性质保持相对适应或匹配的情境下,企业顾客中心导向对企业绩效的积极影响往往更加显著。即制造企业特定服务化战略的选择或实施,如果能在组织内部塑造与企业服务化战略性质保持相对匹配或适应的顾客中心导向,制造企业服务化战略成功转型或绩效成功获取的概率将更大。The positive influence of customer-centered orientation in the transformation of manufacturing service strategy has received wide attention in academia. However, in view of the choice of service strategy in different situations of manufacturing enterprises, what customer-centered orientation should be adopted to help manufacturing enterprises achieve successful performance in service strategy transformation has not attracted enough attention in previous studies. From the perspective of customer-centered orientation, this paper takes 208 manufacturing enterprises in East China, Central China and South China as research objects, and explores the impact of different customer-centered orientation on the performance of service-oriented strategic transformation of manufacturing enterprises under different service-oriented strategic choices. The results show that when the customer-centered orientation maintained by manufacturing enterprises is relatively suitable or matched with the specific service-oriented strategic nature of manufacturing enterprises, the positive impact of customer-centered orientation on enterprise performance is often more significant. That is to say, the selection or implementation of the specific service strategy of manufacturing enterprises will increase the probability of successful transformation or performance acquisition of the service strategy of manufacturing enterprises if the customer-centered orientation that matches or adapts to the nature of the enterprise service strategy type can be created within the organization.

关 键 词：制造业 制造业服务化 顾客中心导向 顾客价值创新 

分 类 号：F273.1[经济管理—企业管理]