黑龙江省汽车制造业服务传递模式研究

Research on service delivery mode of Heilongjiang province automobile industry

本文基于服务营销的服务传递运行机理,首先分析了制造企业生产环节中的服务要素,对服务业服务传递与制造业运营管理之间的关系进行了探索,找到了二者结合的切入点,然后构建了制造业服务传递模式的模型,并对模型进行了实证检验。通过对哈尔滨哈飞汽车工业集团的实证研究可以得出,服务传递与制造业的结合可以提高制造企业的生产率,提高规模经济,促进企业发展。制造业服务传递模式可以看作是强调服务要素的运营管理,此模式存在一个服务传递的关键点——内部服务,通过协调企业与内外部顾客之间的关系,可使企业内部价值、内外部顾客价值和谐统一,持续增长达到双赢。

This paper is based on the service delivery operation mechanism of service marketing. Firstly, the service elements in the production process of manufacturing enterprises are analyzed, the relationship between service delivery and manufacturing operation management is explored, and the breakthrough point of the combination is found. Then, a manufacturing service delivery model is built, and the model is empirically tested through the test of Harbin Hafei Automobile Industry Group. The empirical results show that： the productivity and scale economy can be improved through the combination of service delivery and manufacturing. The development of the enterprise can be promoted as well. Manufacturing service delivery model can be regarded as operations management which emphasizes on service elements. There is a key point in the mode and internal service. The internal and external value of an enterprise can be combined in harmony through the coordination between enterprise and customers. Thus, a sustained growth can be promised and a win-win station can be reached.