服务化战略对关系资本、关系绩效的影响机制研究——来自中国工业企业的实证

A Study of the Influencing Mechanism of Servitization Strategy on Relational Capital and Relational Performance:Evidences from China’s Industrial Enterprises

根据服务管理层次和专业资源层次的不同,将服务供应链管理中服务化战略界定为业务流程导向型服务、技术应用整合型服务和系统集成打包型服务三种形态。同时,基于中国企业数据实证研究发现:不同规模客户下服务化战略对关系资本和关系绩效的影响不尽相同。对于大型企业客户而言,业务流程导向型服务和技术应用整合型服务对关系资本和关系绩效具有显著影响;而对于中小型企业客户而言,关系资本和关系绩效更多地是受技术应用整合型服务以及系统集成打包型服务的影响。

By identifying the characteristics of services management and the levels of specialty resources, the servitization strategy in the service supply chain management can be defined as the following three types, i.e. the business process oriented services, the technique application integrated services and the system integrated and packaged services. At the same time, it is found based on an empirical study of the data of China＇s enterprises that these strategies have different impact on relational capital and relational performance of the customers with different types of size. For large-scale enterprises, the business process oriented services and the technique application integrated services are significant factors impacting their relational capital and relational performance, while for SMEs, their relational capital and relational performance are impacted more by the technique application integrated services and the system integrated and packaged services.