服务导向战略、制造企业服务衍生与绩效关系研究

发布时间：2018-01-06 02:22

本文关键词：服务导向战略、制造企业服务衍生与绩效关系研究　出处：《江苏大学》2017年硕士论文　论文类型：学位论文

【摘要】：制造企业创新性的融合产品和服务,向客户提供完整的服务包是当前全球范围内制造企业转型的一大趋势。服务被认为具有比产品更高的利润回报、更稳定的市场潜力、以及更难被模仿的个性化优势,在维护客户关系,创造企业差异化竞争具有特有的优势,制造企业试图通过服务扩宽盈利空间提升企业绩效。但现有研究表明,服务并未给制造企业带来预期中高额回报,服务转型与绩效关系的“U型”论、“马鞍型”论、“负相关”论等莫衷一是,给服务化转型蒙上了一层阴影。在制造企业服务转型实践中如何避免陷入“服务悖论”等问题引发学者的广泛争议,学者试图从多角度探索服务化对绩效的影响,但目前服务化实证研究多关注“战略-结构-绩效”范式,忽视了战略对执行和绩效的影响,制造企业服务转型与企业绩效的互动关系值得进一步探讨。因此,本文在对现有文献归纳整理基础上,采用理论与实证相结合方法探讨制造企业服务衍生与绩效关系,以期为制造企业服务实践提供对策建议。本文在归纳梳理现有文献及理论基础上,从企业微观执行层面界定服务衍生概念,将其分为基础性服务衍生、提升性服务衍生两个维度。依据“战略-执行-绩效”研究范式,构建“服务导向战略-服务衍生-企业绩效”三者之间概念模型,并提出相关研究假设。利用SPSS、AMOS对188份有效样本数据进行结构方程检验,结果表明:服务导向战略、制造企业服务衍生都对企业绩效(包括财务绩效和社会绩效)产生正向影响。服务衍生在服务导向战略和企业绩效中起中介的传导作用:服务衍生对服务导向战略与财务绩效起部分中介作用,对服务导向战略与社会绩效起完全中介作用。实证结果验证了:战略的执行环节对企业绩效产生直接影响,制造企业想通过服务转型赢得高绩效回报这一战略本身并不存在问题,成功的关键在于战略执行的有效输入。本文研究结果也为“服务悖论”提出可能的解释,即“服务悖论”出现可能是由于制造企业服务转型中企业资源能力不能有效支撑服务业务而导致的“资源困境”。
[Abstract]:Manufacturing enterprise innovative integration of products and services, to provide customers with complete service package is a major trend in manufacturing enterprise in the global scope. The service was considered to have higher than the product returns, more stable market potential, and more difficult to imitate the individual advantages, in the maintenance of customer relationships, create enterprise the difference competition has the unique advantage of the manufacturing enterprises to improve their performance by widening the service profit space. But the existing research shows that the service has not brought the expected high returns to manufacturing and service transformation and the relationship between the performance of the "U" theory, the "saddle shape" theory, the "negative correlation theory, unable to agree on which is right" to the service the transition was overshadowed. How to avoid the "service paradox of controversial scholars in the manufacturing enterprise service transformation in practice, scholars have tried to explore the service from multi angle The influence on the performance of the service, but the service of empirical research pay more attention to the "strategy - structure - Performance" paradigm, ignoring the impact on the execution and performance of the strategy, the interactive relationship between enterprise service transformation and enterprise performance in manufacturing deserves further study. Therefore, this paper summarizes the existing literature in the foundation, adopting theoretical and empirical the combination method of manufacturing enterprise service relationship between derivatives and performance, in order to provide suggestions for the practice of manufacturing enterprise service. Based on summarizing the existing literature and theoretical basis, from enterprise micro level implementation service definition of derivative concept, which can be divided into basic services derived, improve services derived from two dimensions. On the basis of the "strategy - executive performance" paradigm to construct a conceptual model of "service oriented strategy service derivative corporate performance" these three hypotheses were proposed. By using SPSS, AMOS to 18 8 valid sample data for structural equation test, the results show that the service oriented strategy, manufacturing enterprise service derivatives are on business performance (including financial performance and social performance) have a positive effect. The role of intermediary service derived from conduction in the service oriented strategy and corporate performance: Service derivative on service oriented strategy and financial performance part intermediary role on service oriented strategy and social performance has a mediating effect. The empirical results show that: the implementation of the strategic links have a direct impact on the performance of enterprises, manufacturing enterprises want to win the high performance service transformation returns this strategy itself is not a problem, the key to success lies in the effective input strategy implementation of the results of this study are also presented. Possible explanations for the "paradox", namely "service paradox" appears may be due to the enterprise service transformation in manufacturing enterprise resource capacity The "resource dilemma" that can not effectively support service business.

【学位授予单位】：江苏大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F425;F406.7

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