制造企业服务提供与企业绩效的关系研究

发布时间：2018-03-07 05:19

本文选题：制造企业服务提供　切入点：关系质量　出处：《大连理工大学》2014年硕士论文　论文类型：学位论文

【摘要】：近年来,服务提供被认为是制造企业在商品同质化和产品利润下降等激烈市场竞争环境中继续维持竞争优势的重要源泉。除了劳斯莱斯、IBM、福特等国外著名制造企业已把服务业务作为企业新的利润中心之外,华为、陕鼓等国内制造企业也开始运用服务业务增强自身竞争力。虽然许多制造企业对于竞争优势的追求寄希望于服务业务,但研究发现仅有21%的制造企业能够顺利从服务提供战略中获得成功,多数制造企业虽投入大量资源进行服务转型,却难以获得良好的绩效表现,这种现象被称为“服务困境”。“服务困境”促使学术界对服务提供与企业绩效关系的探索不仅仅局限于直接效应,更多的开始对确保制造企业服务提供绩效获得的关键情境变量予以关注。本文在回顾制造企业服务提供研究、关系质量研究和外部合法性研究的基础上,基于利益相关者理论,构建了制造企业服务提供、关系质量、外部合法性与企业绩效的关系模型。本研究的服务提供划分为两个维度,即支持产品的服务(SSP)和支持顾客行为的服务(SSC),企业绩效划分为财务绩效和成长绩效两个维度,分别讨论两种类型的服务提供对企业绩效两个维度的直接效应；另外,关系质量用以解释直接利益相关者——顾客对于服务提供绩效产出的影响,外部合法性用以解释间接利益相关者——政府、竞争者、社会团体等对服务提供与企业绩效关系的调节效应。本研究以东北老工业基地的81家制造企业为研究样本,进行量表设计、实地调研和数据收集,运用SPSS17.0和VisualPLS1.04b1统计软件进行信度效度分析以及模型的预测力和解释力分析,以基于最小偏二乘法的结构方程建模验证模型分析概念模型的直接效应和调节效应,验证研究假设成立与否,给出相应的解释说明,根据研究结论得到管理启示。研究结果表明：制造企业服务提供呈现阶段性特点；不同类型的服务提供对企业绩效产生不同的影响,基于产品的服务(SSP)对成长绩效有显著的正向影响,但对财务绩效没有直接影响；基于顾客行为的服务(SSC)对企业绩效的两个维度都产生积极的正向影响；两种服务都可以通过关系质量对企业绩效产生间接影响；外部合法性仅仅对支持顾客行为的服务(SSC)与企业绩效的关系有显著的调节作用。因此,建议制造企业：(1)优先提供支持产品的服务,在资源能力积累到一定程度的前提下再提供支持顾客行为的服务。(2)关于直接利益相关者,制造企业除了要积极提高顾企间的关系质量,还应建立以顾客导向为主的服务流程体系,提高顾客参与度。(3)关于间接利益相关者,制造企业需要及时掌握政府的政策导向、行业领导者的业务发展动向以及社会重要团体对企业社会价值的要求,争取获得制度环境中利益相关者的认可与支持。
[Abstract]:In recent years, Service provision is considered to be an important source for manufacturing enterprises to maintain their competitive advantage in a competitive market environment such as homogenization of goods and decline in product profits. In addition to Rolls-Royce IBM, Ford and other famous foreign manufacturing enterprises have taken. Business as the new profit center of the enterprise, Domestic manufacturing enterprises, such as Huawei and Shaanxi Drum, have also started to use their services business to enhance their competitiveness. Although many manufacturing enterprises are looking to the service business for their competitive advantage, However, it is found that only 21% manufacturing enterprises can succeed in service delivery strategy, and most manufacturing enterprises can not get good performance, although they invest a lot of resources in service transformation. This phenomenon is called "service dilemma", and "service dilemma" urges the academic circles to explore the relationship between service provision and firm performance, which is not limited to the direct effect. More attention has been paid to the key situational variables to ensure the service delivery performance of manufacturing enterprises. On the basis of reviewing the research on service provision, relationship quality and external legitimacy of manufacturing enterprises, this paper constructs service provision and relationship quality of manufacturing enterprises based on stakeholder theory. The relationship between external legitimacy and enterprise performance. The service provision in this study can be divided into two dimensions, namely, supporting product service (SSPs) and supporting customer behavior (SSCS). Enterprise performance is divided into two dimensions: financial performance and growth performance. In addition, the relationship quality is used to explain the effect of direct stakeholder-customer on the performance output of service delivery. External legitimacy is used to explain the regulatory effects of indirect stakeholders, such as government, competitors, social groups, on the relationship between service provision and firm performance. Questionnaire design, field investigation and data collection, reliability and validity analysis using SPSS17.0 and VisualPLS1.04b1 statistical software, prediction and interpretation power analysis of the model. The direct effect and adjustment effect of the conceptual model are analyzed by using the structural equation modeling and verification model based on the least partial two-multiplication, the hypothesis is verified, the corresponding explanation is given, and the management inspiration is obtained according to the research conclusion. The results show that the service provision of manufacturing enterprises has the characteristics of stages, different types of service providers have different effects on enterprise performance, and product-based services (SSPs) have a significant positive impact on growth performance. However, there is no direct impact on financial performance; SSC-based service has a positive positive impact on both dimensions of corporate performance; both services can have indirect effects on corporate performance through relationship quality. External legitimacy only has a significant moderating effect on the relationship between service SSCs that support customer behavior and enterprise performance. Therefore, it is suggested that manufacturing enterprises should give priority to providing services that support products. With regard to direct stakeholders, manufacturing enterprises should, in addition to actively improving the quality of relationships between enterprises, provide services that support customer behavior to a certain extent. We should also establish a customer-oriented service flow system to increase customer participation. 3) about indirect stakeholders, manufacturing enterprises need to grasp the government's policy orientation in a timely manner. The business development trend of industry leaders and the demands of social groups on corporate social value strive for the recognition and support of stakeholders in the institutional environment.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F425;F274;F406.7

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