制造企业的多层次服务导向对服务创新和服务价值的影响

The Impact of Service Orientation of Manufacturing Enterprises on Service Innovation and Service Value

随着制造业服务化转型的逐渐深入,制造企业的经营理念正由产品导向转变为服务导向。将服务导向划分为战略层服务导向、组织层服务导向和员工层服务导向,分析了各层次服务导向的内涵及外延,建立了以服务导向为自变量、服务创新为中介变量、服务价值为因变量以及竞争强度为调节变量的理论模型。同时,以组织市场(B2B)作为研究背景,面向制造企业的管理者收集数据,对提出的理论模型进行了实证检验。研究结果表明:各层次的服务导向之间存在显著相关性,且对服务创新和服务价值具有积极影响,竞争强度在员工层服务导向与服务价值之间起正向调节作用。因此,构建多层次的服务导向体系是制造企业推进服务创新,创造服务价值并构建竞争优势的有效途径。

With the gradual deepening of service?oriented transformation of manufacturing industry,the management mindset of manufacturing enterprises is changing from product?oriented to service?oriented.Service orientation is divided into strategy?level service orientation,organization?level service orientation and employee?level service orientation.The connotation and extension of service orientation at all levels are analyzed.A theoretical model with service orientation as independent variable,service innovation as mediating variable,service value as dependent variable and competition intensity as moderating variable is established.Taking the organizational market(B2B)as the research background,this paper collects data for managers of manufacturing enterprises,and makes an empirical test on the proposed theoretical model.The results show that there is a significant correlation between service orientation at all levels,and they have positive impact on service innovation and service value.Competitive intensity plays a positive moderating role between employee?level service orientation and service value.Therefore,building a multi?level service?oriented system is an effective way for manufacturing enterprises to promote service innovation,create service value and build competitive advantage.