WSR框架下制造企业服务能力的维度探索和量表开发

Dimension Exploration and Scale Development of Manufacturing Enterprises’ Service Capability:Based on WSR Framework

本文主要探索制造企业服务能力的构成维度,并开发和验证了制造企业服务能力的测度量表。在系统梳理服务能力相关研究的基础上,按照扎根理论的研究步骤,通过开放式编码、主轴编码和选择性编码对访谈资料进行深入剖析,结合WSR的研究框架,得到制造企业服务能力的三个构成维度:关系能力、响应能力和服务规则;同时,在对相关文献梳理的基础上,得到了制造企业服务能力测度的初始量表,搜集我国制造企业服务过程中实践数据,对初始量表进行探索性因子分析和验证性因子分析,证实了该量表具有较高的信度和效度。研究有助于更为深入地揭示制造企业服务能力的本质构成,是对企业能力和制造企业服务化研究的重要扩展,奠定了制造企业服务能力及其实证研究的理论基础,并有助于企业从能力视角更为透彻地认清制造企业服务化的内在规律。

This paper mainly explores the component dimension of service capability of manufacturing enterprises,and develops and validates the measurement table of service capability of manufacturing enterprises. On the basis of systematically sorting out the relevant research of service capability,according to the research steps of grounded theory,through open coding,spindle coding and selective coding,the interview data are thoroughly analyzed. Based on the research framework of WSR,three dimensions of service capability of manufacturing enterprises are obtained: relationship capability,response capability and service rules. At the same time,on the basis of combing the relevant literature,the initial scale of service capability measurement of manufacturing enterprises is obtained. By collecting the practical data in the service process of Chinese manufacturing enterprises,exploratory factor analysis and confirmatory factor analysis of the initial scale,the reliability and validity of the scale are verified. This study is helpful to reveal the essential composition of service capability of manufacturing enterprises,and is an important extension of the research on enterprise capability and service-oriented manufacturing enterprises. It lays a theoretical foundation for the service capability of manufacturing enterprises and its empirical research,and also helpful for enterprises to understand the inherent law of service-oriented manufacturing enterprises more thoroughly from the perspective of capability.