發(fā)布時(shí)間：2018-01-06 02:22

  本文關(guān)鍵詞：服務(wù)導(dǎo)向戰(zhàn)略、制造企業(yè)服務(wù)衍生與績(jī)效關(guān)系研究　出處：《江蘇大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 制造企業(yè) 服務(wù)衍生 服務(wù)導(dǎo)向戰(zhàn)略 企業(yè)績(jī)效

【摘要】：制造企業(yè)創(chuàng)新性的融合產(chǎn)品和服務(wù),向客戶提供完整的服務(wù)包是當(dāng)前全球范圍內(nèi)制造企業(yè)轉(zhuǎn)型的一大趨勢(shì)。服務(wù)被認(rèn)為具有比產(chǎn)品更高的利潤(rùn)回報(bào)、更穩(wěn)定的市場(chǎng)潛力、以及更難被模仿的個(gè)性化優(yōu)勢(shì),在維護(hù)客戶關(guān)系,創(chuàng)造企業(yè)差異化競(jìng)爭(zhēng)具有特有的優(yōu)勢(shì),制造企業(yè)試圖通過(guò)服務(wù)擴(kuò)寬盈利空間提升企業(yè)績(jī)效。但現(xiàn)有研究表明,服務(wù)并未給制造企業(yè)帶來(lái)預(yù)期中高額回報(bào),服務(wù)轉(zhuǎn)型與績(jī)效關(guān)系的“U型”論、“馬鞍型”論、“負(fù)相關(guān)”論等莫衷一是,給服務(wù)化轉(zhuǎn)型蒙上了一層陰影。在制造企業(yè)服務(wù)轉(zhuǎn)型實(shí)踐中如何避免陷入“服務(wù)悖論”等問(wèn)題引發(fā)學(xué)者的廣泛爭(zhēng)議,學(xué)者試圖從多角度探索服務(wù)化對(duì)績(jī)效的影響,但目前服務(wù)化實(shí)證研究多關(guān)注“戰(zhàn)略-結(jié)構(gòu)-績(jī)效”范式,忽視了戰(zhàn)略對(duì)執(zhí)行和績(jī)效的影響,制造企業(yè)服務(wù)轉(zhuǎn)型與企業(yè)績(jī)效的互動(dòng)關(guān)系值得進(jìn)一步探討。因此,本文在對(duì)現(xiàn)有文獻(xiàn)歸納整理基礎(chǔ)上,采用理論與實(shí)證相結(jié)合方法探討制造企業(yè)服務(wù)衍生與績(jī)效關(guān)系,以期為制造企業(yè)服務(wù)實(shí)踐提供對(duì)策建議。本文在歸納梳理現(xiàn)有文獻(xiàn)及理論基礎(chǔ)上,從企業(yè)微觀執(zhí)行層面界定服務(wù)衍生概念,將其分為基礎(chǔ)性服務(wù)衍生、提升性服務(wù)衍生兩個(gè)維度。依據(jù)“戰(zhàn)略-執(zhí)行-績(jī)效”研究范式,構(gòu)建“服務(wù)導(dǎo)向戰(zhàn)略-服務(wù)衍生-企業(yè)績(jī)效”三者之間概念模型,并提出相關(guān)研究假設(shè)。利用SPSS、AMOS對(duì)188份有效樣本數(shù)據(jù)進(jìn)行結(jié)構(gòu)方程檢驗(yàn),結(jié)果表明:服務(wù)導(dǎo)向戰(zhàn)略、制造企業(yè)服務(wù)衍生都對(duì)企業(yè)績(jī)效(包括財(cái)務(wù)績(jī)效和社會(huì)績(jī)效)產(chǎn)生正向影響。服務(wù)衍生在服務(wù)導(dǎo)向戰(zhàn)略和企業(yè)績(jī)效中起中介的傳導(dǎo)作用:服務(wù)衍生對(duì)服務(wù)導(dǎo)向戰(zhàn)略與財(cái)務(wù)績(jī)效起部分中介作用,對(duì)服務(wù)導(dǎo)向戰(zhàn)略與社會(huì)績(jī)效起完全中介作用。實(shí)證結(jié)果驗(yàn)證了:戰(zhàn)略的執(zhí)行環(huán)節(jié)對(duì)企業(yè)績(jī)效產(chǎn)生直接影響,制造企業(yè)想通過(guò)服務(wù)轉(zhuǎn)型贏得高績(jī)效回報(bào)這一戰(zhàn)略本身并不存在問(wèn)題,成功的關(guān)鍵在于戰(zhàn)略執(zhí)行的有效輸入。本文研究結(jié)果也為“服務(wù)悖論”提出可能的解釋,即“服務(wù)悖論”出現(xiàn)可能是由于制造企業(yè)服務(wù)轉(zhuǎn)型中企業(yè)資源能力不能有效支撐服務(wù)業(yè)務(wù)而導(dǎo)致的“資源困境”。
[Abstract]:Manufacturing enterprise innovative integration of products and services, to provide customers with complete service package is a major trend in manufacturing enterprise in the global scope. The service was considered to have higher than the product returns, more stable market potential, and more difficult to imitate the individual advantages, in the maintenance of customer relationships, create enterprise the difference competition has the unique advantage of the manufacturing enterprises to improve their performance by widening the service profit space. But the existing research shows that the service has not brought the expected high returns to manufacturing and service transformation and the relationship between the performance of the "U" theory, the "saddle shape" theory, the "negative correlation theory, unable to agree on which is right" to the service the transition was overshadowed. How to avoid the "service paradox of controversial scholars in the manufacturing enterprise service transformation in practice, scholars have tried to explore the service from multi angle The influence on the performance of the service, but the service of empirical research pay more attention to the "strategy - structure - Performance" paradigm, ignoring the impact on the execution and performance of the strategy, the interactive relationship between enterprise service transformation and enterprise performance in manufacturing deserves further study. Therefore, this paper summarizes the existing literature in the foundation, adopting theoretical and empirical the combination method of manufacturing enterprise service relationship between derivatives and performance, in order to provide suggestions for the practice of manufacturing enterprise service. Based on summarizing the existing literature and theoretical basis, from enterprise micro level implementation service definition of derivative concept, which can be divided into basic services derived, improve services derived from two dimensions. On the basis of the "strategy - executive performance" paradigm to construct a conceptual model of "service oriented strategy service derivative corporate performance" these three hypotheses were proposed. By using SPSS, AMOS to 18 8 valid sample data for structural equation test, the results show that the service oriented strategy, manufacturing enterprise service derivatives are on business performance (including financial performance and social performance) have a positive effect. The role of intermediary service derived from conduction in the service oriented strategy and corporate performance: Service derivative on service oriented strategy and financial performance part intermediary role on service oriented strategy and social performance has a mediating effect. The empirical results show that: the implementation of the strategic links have a direct impact on the performance of enterprises, manufacturing enterprises want to win the high performance service transformation returns this strategy itself is not a problem, the key to success lies in the effective input strategy implementation of the results of this study are also presented. Possible explanations for the "paradox", namely "service paradox" appears may be due to the enterprise service transformation in manufacturing enterprise resource capacity The "resource dilemma" that can not effectively support service business.

【學(xué)位授予單位】：江蘇大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F425;F406.7

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