制造企业服务衍生的价值创造机理研究

Research on Value Creation Mechanism of Manufacturing Enterprises Service Derivative

针对制造企业服务衍生时可能出现"服务悖论"的问题,在考虑服务衍生对企业成本和客户效用影响的基础上,构建了供需价值创造模型,研究了制造企业产品制造和服务衍生的最优决策,以及服务衍生对供需价值创造的影响。研究结果表明:制造企业服务衍生存在以单位生产成本度量的边界条件,当制造企业的成本在服务衍生边界内时,应实施服务衍生,为供需双方创造更高价值;反之,制造企业在边界外的决策应为不实施服务衍生,以免陷入"服务悖论"的困境。此外,制造企业若以较低的成本投入实现服务衍生,或开展能有效解决客户问题的服务衍生,都将有助于实现供需双方的价值创造。

Service paradox may arise when service derivatives are implemented in manufacturing enterprises.Therefore,the supply and demand value creation model is constructed based on the influence of enterprises＇ cost and customer utility.Thereby,the optimal decision of product manufacturing and service derivation in manufacturing enterprises is studied.And the influence of service derivation on supply and demand value creation is discussed.The results showed that there is a boundary measured by unit production cost,when the cost is within the boundary,manufacturing company should choose to generate service derivative to create more value for both company and customer;otherwise,when manufacturing company generates service derivative beyond the boundary,it will lead to＂service paradox＂dilemma.In addition,manufacturing company generates service derivative with low unit production cost coefficient,or develops derivative service that can solve customer＇s problem effectively to enable the value co-creation.