数字化转型与客户关系稳定度

Digital Transformation and Customer Relationship Stability

稳定的客户关系是维系供应链安全稳定的重要举措。本文考察数字化转型对客户关系稳定度的影响效应及机制。研究发现,数字化转型可以有效提升客户关系稳定度,增强客户黏性。机制检验表明,数字化转型通过降低供应链企业间信息不对称程度、改善公司治理水平、增强产品与服务的差异化程度来提升客户关系稳定度。异质性检验表明,数字化转型对客户关系稳定度的提升效应主要见诸非国有企业、非高科技企业以及市场竞争更激烈的行业。拓展性研究发现,数字化转型对客户关系稳定度有持续性影响。本文为推动企业数字化转型、构建智能经济新形态和促进供应关系高质量发展具有重要的经验参考和启示意义。

Customer relationship stability is important for maintaining supply chain security and stability.This paper explores the impact of digital transformation on customer relationship stability based on a cross-enterprise context.It is found that digital transformation can effectively improve customer relationship stability and enhance customer stickiness.The mechanism test indicates that digital transformation enhances customer relationship stability by reducing the degree of information asymmetry among supply chain firms,improving the level of corporate governance,and enhancing the degree of product and service differentiation.The he⁃terogeneity test shows that the enhancement effect of digital transformation on customer relationship stability is more significant in nonstate-owned enterprises,non-high-tech firms,and industries with more competitive markets.Extensive research finds that digital transformation has a sustained effect on customer relationship stability.This paper is an important empirical reference and revelation for promoting the digital transformation of enterprises,building a new form of smart economy and promoting the high-quality deve⁃lopment of supply relationship.