服务导向的员工管理对服务拓展与运作绩效影响的实证研究

An Empirical Study of the Effect of Employee Management on Service Expansion and Operational Performance

从战略管理的视角探讨了服务导向的员工管理对制造企业服务拓展与运作绩效的影响,揭示了服务导向的员工管理对服务拓展的影响机制,以及服务拓展如何影响企业的运作绩效。基于中国制造业212份数据对概念模型进行实证分析,结果表明,服务导向的员工管理对支持产品的服务和支持顾客的服务有着显著的正相关关系,但两种服务战略对运作绩效却有着不同的影响作用。支持产品的服务对成本绩效影响较大,而支持客户的服务对服务绩效影响较大。与支持产品的服务比较,支持客户的服务带来成本绩效和服务绩效的改善效果更为明显。

This paper explores the effect of employee management on service expansion and operational performance from the perspective of strategy management. It aims to reveal how employee management influences service expansion and how service expansion impacts operational performance. Using data from 212 Chinese manufacturing firms, the proposed theoretical model is examined. The result shows that employee management has a positive effect on both SSP （service supporting products） and SSC （service supporting customers）. However, the two service strategies have different impacts on operational performance. SSP has a more significant effect on cost performance than on service performance while SSC has a more significant effect on service performance. Compared with SSP, SSC leads to a more significant improvement both in cost and service performance.