互动导向、战略柔性与制造企业服务创新绩效  

Interaction orientation,strategic flexibility and service innovation performance of manufacturing enterprises

作　　者：冯文娜[1] 刘如月 Feng Wenna;Liu Ruyue(School of Management,Shandong University,Jinan 250100,Shandong,China)

机构地区：[1]山东大学管理学院,山东济南250100

出　　处：《科研管理》2021年第3期80-89,共10页Science Research Management

基　　金：国家社会科学基金一般项目:“网络时代制造业企业跨界转型的路径与对策研究”(17BGL082,2017.06—2020.06);教育部创新团队项目:“产业组织与企业成长”(IRT_17R67,2017.12—2020.12);山东大学人文社科青年团队项目:“新时代制造业企业服务化转型与成长研究”(IFYT18018,2018.05—2021.05)。

摘　　要：本文从资源能力视角解释用户驱动制造业企业服务创新的过程逻辑,基于动态资源基础观和价值共创理论分析互动导向、战略柔性对服务创新绩效的影响。使用Amos 24.0对319家样本企业的调查数据进行实证检验。研究发现:(1)战略柔性在互动响应能力、顾客授权、顾客价值管理与服务创新绩效之间起部分中介作用,在顾客理念与服务创新绩效之间的中介作用不显著。(2)售后服务情景下资源柔性对互动导向与服务创新绩效的中介作用高于协调柔性,相反,增值服务情景下协调柔性的中介作用更显著。研究在还原互动导向多维度构念的基础上,发现制造业企业服务创新需打破组织边界引入用户参与价值共创,依据资源柔性与协调柔性的演化水平为用户提供创新性服务。Under the pressure of demand upgrading,competition increasing and the increase of production cost,manufacturing enterprises begin to explore a new development path,which is creating value through the collaboration with users.Manufacturing enterprises provide effective services to users by absorbing and using the users′knowledge and information.In order to explain the processing logic of user-driven manufacturing enterprise service innovation from the perspective of resource and capability,the paper uses the dynamic resource-based view and value co-creation theory to analyze the influence of interaction orientation and strategic flexibility on service innovation performance of manufacturing enterprises.An empirical analysis was conducted on the survey data of 319 sample companies by using software of Amos 24.0.The research finds that:(1)strategic flexibility plays a partial intermediary role between interactive response capability,customer empowerment,customer value management,and service innovation performance,however,the intermediary effect between customer concept and service innovation performance is not significant.(2)Under the condition of after-sales service providing,the mediation effect of resource flexibility is higher than coordination flexibility on interaction orientation and service innovation performance.On the contrary,under the condition of value-added service,the mediation role of coordination flexibility is more significant than resource flexibility.Therefore,the manufacturing enterprises should open the boundary and introduce the user to participate in the process of new services co-creation.Actually,the category of new service which the enterprise could provide should rely on the evolution level of resource flexibility and coordination flexibility.These show that:Firstly,interaction response capability,customer empowerment and customer value management of an enterprise can effectively promote the strategic flexibility,so as to improve the user-oriented service innovation performance of manuf

关 键 词：互动导向 价值共创 服务创新绩效 战略柔性 动态资源基础观 

分 类 号：F270.3[经济管理—企业管理]