制造企业服务化战略与组织要素的匹配关系研究

Research on the Matching Relationship between Servitization Strategy and Organizational Factors in Manufacturers

随着产品利润空间的缩小及服务经济的兴起,越来越多的制造企业开始进行服务转型。服务化战略与组织要素的匹配对制造企业服务转型的成功至关重要,但目前有关二者匹配关系的研究尚不多见。本文通过文献分析解释了服务化战略二分法的合理性,结合深度访谈确定了与服务化战略相关的四个关键组织要素,并以258家制造企业为蓝本实证检验两种服务化战略与组织要素各维度的多元匹配关系。研究结果表明:以产品为中心的服务化战略与高组织清晰度和低组织分离度、高服务导向的企业价值观、功能能力及系统服务设计等组织要素维度相匹配;以客户为中心的服务化战略与高组织清晰度和高组织分离度、高服务导向的企业价值观和高服务导向的员工行为、综合能力及集成设计等组织要素维度相匹配。研究发现为制造企业顺利实施服务转型提供理论支持与实践参考。

With the shrink of product margins and rise of service economy,more and more manufacturers have begun to implement servitization strategy and change themselves from product providers to service providers. This paper explains the scientific nature of dichotomy of servitization strategy through literature analysis,and defines four key organizational elements related to servitization strategy with depth interview. And then an empirical research based on the data of 258 manufacturers of service transformation proves our opinion and finds that product-centered servitization strategy matches high organizational clarity,high service-oriented corporate values,functional capabilities and system services design and other organizational elements dimensions; customer-centered servitization strategy matches high organizational clarity and separation,high service-oriented corporate values and employee behavior,comprehensive capabilities and integrated design and other organizational elements dimensions. The results provide a theoretical basis and practical guidance for manufacturers＇ service transformation.