通过物联网合作竞争提高客户满意度:战略见解和影响

IF 6 3区 计算机科学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS
Agostinho da Silva , Antonio J. Marques Cardoso
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引用次数: 0

摘要

本研究探讨了在全球数字供应链背景下,工业物联网(IIoT)在促进合作网络实践(CNPs)以提高中小企业(SMEs)绩效方面的重要作用。我们的研究采用定量方法,揭示了合作网络实践对提高客户满意度的贡献率高达 51.0%。这凸显了将竞争与合作相结合,以完善生产流程并满足消费者期望的战略重要性。此外,研究还显示,运营一致性显著提高了 69.1%,生产灵活性和价值重量比也取得了长足进步,分别提高了 125.8% 和 33.2%。这些改进在优化生产资源方面发挥了关键作用,进而使客户投诉减少了 29.3%,准时交货率提高了 15.6%。与此相反,价值重量比的一致性略有下降,这为今后的研究指明了潜在的领域。研究结果明确显示,CNP 通过提高中小企业的客户满意度决定因素和运营效率,提供了具体的优势。本文主张今后的研究应直接衡量客户满意度,并为有效实施合作竞争战略制定可操作的指导方针。这一拟议的研究方向旨在为制造业新出现的挑战提供解决方案,从而促进数字时代的竞争优势和增长。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Enhancing customer satisfaction through IIoT-Enabled coopetition: Strategic insights and impacts
This research investigates the significant role of Industrial Internet of Things (IIoT) to enable Coopetition Network Practices (CNPs) in enhancing the performance of Small and Medium Enterprises (SMEs) within the context of global digital supply chains. Employing a quantitative approach, our study reveals that CNPs contribute to a noTable 51.0 % improvement in factors determining customer satisfaction. This underscores the strategic importance of blending competition with collaboration to refine production processes and align with consumer expectations. Additionally, the research presents a remarkable 69.1 % boost in operational consistency and reports substantial progress in manufacturing flexibility and the value-to-weight ratio, witnessing increases of 125.8 % and 33.2 %, respectively. These improvements are pivotal in optimizing production resources, which in turn, have led to a 29.3 % decrease in customer complaints and a 15.6 % rise in on-time delivery rates. Conversely, a slight decline in the consistency of the value-to-weight ratio was observed, pointing to potential areas for future research. The findings decisively show that CNPs offer concrete advantages by enhancing customer satisfaction determinants and operational efficiency in SMEs. The paper advocates for future studies to directly measure customer satisfaction and to formulate actionable guidelines for the effective implementation of coopetition strategies. This proposed research direction aims to provide solutions to the manufacturing sector's emerging challenges, thereby promoting competitive advantage and growth in the digital era.
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来源期刊
Internet of Things
Internet of Things Multiple-
CiteScore
3.60
自引率
5.10%
发文量
115
审稿时长
37 days
期刊介绍: Internet of Things; Engineering Cyber Physical Human Systems is a comprehensive journal encouraging cross collaboration between researchers, engineers and practitioners in the field of IoT & Cyber Physical Human Systems. The journal offers a unique platform to exchange scientific information on the entire breadth of technology, science, and societal applications of the IoT. The journal will place a high priority on timely publication, and provide a home for high quality. Furthermore, IOT is interested in publishing topical Special Issues on any aspect of IOT.
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