本文選題：制造企業(yè)服務(wù)提供　切入點：關(guān)系質(zhì)量　出處：《大連理工大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

【摘要】：近年來,服務(wù)提供被認為是制造企業(yè)在商品同質(zhì)化和產(chǎn)品利潤下降等激烈市場競爭環(huán)境中繼續(xù)維持競爭優(yōu)勢的重要源泉。除了勞斯萊斯、IBM、福特等國外著名制造企業(yè)已把服務(wù)業(yè)務(wù)作為企業(yè)新的利潤中心之外,華為、陜鼓等國內(nèi)制造企業(yè)也開始運用服務(wù)業(yè)務(wù)增強自身競爭力。雖然許多制造企業(yè)對于競爭優(yōu)勢的追求寄希望于服務(wù)業(yè)務(wù),但研究發(fā)現(xiàn)僅有21%的制造企業(yè)能夠順利從服務(wù)提供戰(zhàn)略中獲得成功,多數(shù)制造企業(yè)雖投入大量資源進行服務(wù)轉(zhuǎn)型,卻難以獲得良好的績效表現(xiàn),這種現(xiàn)象被稱為“服務(wù)困境”�！胺⻊�(wù)困境”促使學(xué)術(shù)界對服務(wù)提供與企業(yè)績效關(guān)系的探索不僅僅局限于直接效應(yīng),更多的開始對確保制造企業(yè)服務(wù)提供績效獲得的關(guān)鍵情境變量予以關(guān)注。 本文在回顧制造企業(yè)服務(wù)提供研究、關(guān)系質(zhì)量研究和外部合法性研究的基礎(chǔ)上,基于利益相關(guān)者理論,構(gòu)建了制造企業(yè)服務(wù)提供、關(guān)系質(zhì)量、外部合法性與企業(yè)績效的關(guān)系模型。本研究的服務(wù)提供劃分為兩個維度,即支持產(chǎn)品的服務(wù)(SSP)和支持顧客行為的服務(wù)(SSC),企業(yè)績效劃分為財務(wù)績效和成長績效兩個維度,分別討論兩種類型的服務(wù)提供對企業(yè)績效兩個維度的直接效應(yīng)；另外,關(guān)系質(zhì)量用以解釋直接利益相關(guān)者——顧客對于服務(wù)提供績效產(chǎn)出的影響,外部合法性用以解釋間接利益相關(guān)者——政府、競爭者、社會團體等對服務(wù)提供與企業(yè)績效關(guān)系的調(diào)節(jié)效應(yīng)。本研究以東北老工業(yè)基地的81家制造企業(yè)為研究樣本,進行量表設(shè)計、實地調(diào)研和數(shù)據(jù)收集,運用SPSS17.0和VisualPLS1.04b1統(tǒng)計軟件進行信度效度分析以及模型的預(yù)測力和解釋力分析,以基于最小偏二乘法的結(jié)構(gòu)方程建模驗證模型分析概念模型的直接效應(yīng)和調(diào)節(jié)效應(yīng),驗證研究假設(shè)成立與否,給出相應(yīng)的解釋說明,根據(jù)研究結(jié)論得到管理啟示。 研究結(jié)果表明：制造企業(yè)服務(wù)提供呈現(xiàn)階段性特點；不同類型的服務(wù)提供對企業(yè)績效產(chǎn)生不同的影響,基于產(chǎn)品的服務(wù)(SSP)對成長績效有顯著的正向影響,但對財務(wù)績效沒有直接影響；基于顧客行為的服務(wù)(SSC)對企業(yè)績效的兩個維度都產(chǎn)生積極的正向影響；兩種服務(wù)都可以通過關(guān)系質(zhì)量對企業(yè)績效產(chǎn)生間接影響；外部合法性僅僅對支持顧客行為的服務(wù)(SSC)與企業(yè)績效的關(guān)系有顯著的調(diào)節(jié)作用。因此,建議制造企業(yè)：(1)優(yōu)先提供支持產(chǎn)品的服務(wù),在資源能力積累到一定程度的前提下再提供支持顧客行為的服務(wù)。(2)關(guān)于直接利益相關(guān)者,制造企業(yè)除了要積極提高顧企間的關(guān)系質(zhì)量,還應(yīng)建立以顧客導(dǎo)向為主的服務(wù)流程體系,提高顧客參與度。(3)關(guān)于間接利益相關(guān)者,制造企業(yè)需要及時掌握政府的政策導(dǎo)向、行業(yè)領(lǐng)導(dǎo)者的業(yè)務(wù)發(fā)展動向以及社會重要團體對企業(yè)社會價值的要求,爭取獲得制度環(huán)境中利益相關(guān)者的認可與支持。
[Abstract]:In recent years, Service provision is considered to be an important source for manufacturing enterprises to maintain their competitive advantage in a competitive market environment such as homogenization of goods and decline in product profits. In addition to Rolls-Royce IBM, Ford and other famous foreign manufacturing enterprises have taken. Business as the new profit center of the enterprise, Domestic manufacturing enterprises, such as Huawei and Shaanxi Drum, have also started to use their services business to enhance their competitiveness. Although many manufacturing enterprises are looking to the service business for their competitive advantage, However, it is found that only 21% manufacturing enterprises can succeed in service delivery strategy, and most manufacturing enterprises can not get good performance, although they invest a lot of resources in service transformation. This phenomenon is called "service dilemma", and "service dilemma" urges the academic circles to explore the relationship between service provision and firm performance, which is not limited to the direct effect. More attention has been paid to the key situational variables to ensure the service delivery performance of manufacturing enterprises. On the basis of reviewing the research on service provision, relationship quality and external legitimacy of manufacturing enterprises, this paper constructs service provision and relationship quality of manufacturing enterprises based on stakeholder theory. The relationship between external legitimacy and enterprise performance. The service provision in this study can be divided into two dimensions, namely, supporting product service (SSPs) and supporting customer behavior (SSCS). Enterprise performance is divided into two dimensions: financial performance and growth performance. In addition, the relationship quality is used to explain the effect of direct stakeholder-customer on the performance output of service delivery. External legitimacy is used to explain the regulatory effects of indirect stakeholders, such as government, competitors, social groups, on the relationship between service provision and firm performance. Questionnaire design, field investigation and data collection, reliability and validity analysis using SPSS17.0 and VisualPLS1.04b1 statistical software, prediction and interpretation power analysis of the model. The direct effect and adjustment effect of the conceptual model are analyzed by using the structural equation modeling and verification model based on the least partial two-multiplication, the hypothesis is verified, the corresponding explanation is given, and the management inspiration is obtained according to the research conclusion. The results show that the service provision of manufacturing enterprises has the characteristics of stages, different types of service providers have different effects on enterprise performance, and product-based services (SSPs) have a significant positive impact on growth performance. However, there is no direct impact on financial performance; SSC-based service has a positive positive impact on both dimensions of corporate performance; both services can have indirect effects on corporate performance through relationship quality. External legitimacy only has a significant moderating effect on the relationship between service SSCs that support customer behavior and enterprise performance. Therefore, it is suggested that manufacturing enterprises should give priority to providing services that support products. With regard to direct stakeholders, manufacturing enterprises should, in addition to actively improving the quality of relationships between enterprises, provide services that support customer behavior to a certain extent. We should also establish a customer-oriented service flow system to increase customer participation. 3) about indirect stakeholders, manufacturing enterprises need to grasp the government's policy orientation in a timely manner. The business development trend of industry leaders and the demands of social groups on corporate social value strive for the recognition and support of stakeholders in the institutional environment.
【學(xué)位授予單位】：大連理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F425;F274;F406.7

【參考文獻】

相關(guān)期刊論文 前10條

1 曾楚宏;朱仁宏;李孔岳;;新創(chuàng)企業(yè)成長的組織合法性獲取機制[J];財經(jīng)科學(xué);2009年08期

2 馮麗霞;企業(yè)績效及其決定因素研究[J];長沙理工大學(xué)學(xué)報(社會科學(xué)版);2004年03期

3 李雪靈;馬文杰;劉釗;董保寶;;合法性視角下的創(chuàng)業(yè)導(dǎo)向與企業(yè)成長:基于中國新企業(yè)的實證檢驗[J];中國工業(yè)經(jīng)濟;2011年08期

4 鄧新明;田志龍;;組織環(huán)境與戰(zhàn)略關(guān)系研究:市場導(dǎo)向與制度導(dǎo)向[J];管理學(xué)報;2010年12期

5 樂琦;藍海林;;并購后控制與并購績效的關(guān)系研究:基于合法性的調(diào)節(jié)效應(yīng)[J];管理學(xué)報;2012年02期

6 鄧新明;田志龍;陳煜;;事項整合、經(jīng)營合法性與組織績效[J];管理科學(xué);2008年01期

7 宋華;陳金亮;;服務(wù)供應(yīng)鏈戰(zhàn)略互動與協(xié)同價值對合法性的影響[J];管理科學(xué);2009年04期

8 彭艷君;景奉杰;;服務(wù)中的顧客參與及其對顧客滿意的影響研究[J];經(jīng)濟管理;2008年10期

9 張輝;;西方制造商售后服務(wù)戰(zhàn)略研究述評[J];物流科技;2012年05期

10 陳揚;許曉明;譚凌波;;組織制度理論中的“合法性”研究述評[J];華東經(jīng)濟管理;2012年10期

相關(guān)博士學(xué)位論文 前2條

1 張鶴達;基于資源觀的IT能力對企業(yè)績效的影響機制研究[D];吉林大學(xué);2008年

2 周艷春;制造企業(yè)服務(wù)化戰(zhàn)略實施及其對績效的影響研究[D];西北大學(xué);2010年

，

本文編號：1578099