基于供应链的多主体参与对制造企业服务创新绩效影响研究

发布时间：2018-05-17 01:32

本文选题：顾客参与 + 供应商参与　；参考：《哈尔滨工业大学》2014年硕士论文

【摘要】：在世界经济一体化的趋势下，制造企业所面临的竞争日益激烈，对于制造企业而言，为了保持住企业的竞争优势，服务变得越来越重要。而由于服务本身所具有的无形性和易模仿性，企业的服务很容易被竞争对手所模仿和复制，因此，服务创新对于制造企业的作用日益突出。但通过对中国制造企业的观察可以发现，虽然有一些企业经过服务创新后成功转型，但也有一些企业在服务创新过程中并未取得预期的效果。因此，，企业服务创新绩效的影响因素越来越受到企业的重视。本研究在回顾服务创新、多主体参与等相关文献的基础之上，构建了顾客参与和供应商参与对制造企业服务创新绩效的作用机制模型，研究了顾客参与和供应商参与对服务创新绩效的影响以及员工创新行为在该过程中的中介作用和组织创新氛围对员工创新行为与企业服务创新绩效之间关系的调节作用。本文通过运用回归分析等方法，验证了顾客参与和供应商参与对制造企业服务创新绩效具有正向影响，员工创新行为在顾客参与/供应商参与和服务创新绩效之间起到中介作用，组织创新氛围会对员工创新行为和服务创新绩效之间的关系产生正向调节作用。最后，本文对实证分析的结果进行了讨论和解释，为制造企业如何通过顾客参与和供应商参与来提高企业的服务创新绩效提出了相关建议。根据对来自于全国的57家制造企业样本的数据进行实证分析，本研究得出，顾客参与可以提高制造企业的服务创新绩效，其中顾客接触对服务创新绩效中服务内容的影响最明显，而合作生产对服务创新绩效中服务组织、服务柔性、市场绩效的影响最明显；供应商参与的责任水平能够提高企业的服务柔性，而供应商参与的信息共享能够提高企业的服务组织、服务柔性和市场绩效；员工创新行为对顾客参与/供应商参与和服务创新绩效之间的大部分关系起到了中介作用；组织创新氛围对员工创新行为和服务创新绩效之间的关系起到调节作用，其中领导支持对员工创新行为和服务组织、服务柔性、服务内容、市场绩效之间的关系都具有调节作用，组织支持对员工创新行为和服务组织、服务柔性、服务内容之间的关系具有调节作用，而同事支持只对员工创新行为和服务组织、服务内容之间的关系具有调节作用。因此，制造企业在服务创新过程中既要注重外部顾客和供应商的参与，又要注重内部组织创新氛围的培养，从而提高其服务创新绩效。
[Abstract]:Under the trend of world economic integration, manufacturing enterprises are facing increasingly fierce competition. For manufacturing enterprises, in order to maintain their competitive advantage, service becomes more and more important. Because the service itself is invisible and easy to imitate, the service of the enterprise is easy to be copied and copied by the competitors. Therefore, the service innovation plays an increasingly important role in manufacturing enterprises. However, through the observation of Chinese manufacturing enterprises, it can be found that although some enterprises have successfully transformed after service innovation, some enterprises have not achieved the expected results in the process of service innovation. Therefore, enterprises pay more and more attention to the influencing factors of service innovation performance. On the basis of reviewing the related literatures, such as service innovation and multi-agent participation, this study constructs a mechanism model of customer participation and supplier participation on the performance of service innovation in manufacturing enterprises. This paper studies the influence of customer participation and supplier participation on service innovation performance, the intermediary role of employee innovation behavior in the process and the moderating effect of organizational innovation atmosphere on the relationship between employee innovation behavior and enterprise service innovation performance. By means of regression analysis, this paper verifies that customer participation and supplier participation have a positive impact on the service innovation performance of manufacturing enterprises. Employee innovation behavior plays an intermediary role between customer participation / supplier participation and service innovation performance. Organizational innovation atmosphere can positively regulate the relationship between employee innovation behavior and service innovation performance. Finally, this paper discusses and explains the results of empirical analysis, and puts forward some suggestions on how to improve the service innovation performance of manufacturing enterprises through customer participation and supplier participation. Based on the empirical analysis of 57 manufacturing enterprises' sample data, this study concludes that customer participation can improve the service innovation performance of manufacturing enterprises. Customer contact has the most obvious influence on service content in service innovation performance, while cooperative production has the most obvious influence on service organization, service flexibility and market performance in service innovation performance. The responsibility level of supplier participation can improve the service flexibility of the enterprise, while the information sharing of supplier participation can improve the service organization, service flexibility and market performance of the enterprise. Employee innovation behavior mediates most of the relationships between customer participation / supplier participation and service innovation performance, and organizational innovation climate regulates the relationship between employee innovation behavior and service innovation performance. Among them, leadership support can regulate the relationship between employee innovation behavior and service organization, service flexibility, service content, market performance, organization support to employee innovation behavior and service organization, service flexibility, The relationship between service content has moderating effect, while colleagues support only the innovation behavior and service organization of employees, and the relationship between service content can regulate the relationship between service content. Therefore, in the process of service innovation, manufacturing enterprises should not only pay attention to the participation of external customers and suppliers, but also pay attention to the cultivation of internal organizational innovation atmosphere so as to improve their service innovation performance.
【学位授予单位】：哈尔滨工业大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F425;F274

【参考文献】