服务广度还是深度?客户视角

IF 2.4 Q3 MANAGEMENT
Y. Zhang, Zelong Wei, Jie Gao
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引用次数: 1

摘要

目的为了提高服务化在顾客问题解决中的价值,本研究旨在检验和比较制造商服务广度和深度策略对顾客绩效的影响。它还探讨了这些影响如何受到技术动荡和制造商的供应链位置的影响。本研究基于208家中国制造商的数据,采用三阶段最小二乘法检验了制造商服务策略对客户绩效的影响以及技术动荡和供应链位置的调节作用的假设。研究发现,制造商的服务深度对其顾客导向绩效有显著的正向影响。而服务宽度对性能的影响不显著。此外,技术动荡正向调节服务广度和深度的影响,而供应链位置仅正向调节服务深度的影响。实际意义制造商应专注于增加服务深度,以提高其基于客户的绩效。处于技术动荡环境中的制造商可以从服务广度和深度中获得充分的好处,而那些位于供应链下游的制造商可以从服务深度中获益更多。原创性/价值通过将解决问题的视角引入服务化文献,本研究为制造商的服务广度和深度策略对客户结果的影响增加了实证见解。这项研究还回应了人们对服务化的环境和结构偶然性的见解。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Service breadth or depth? A customer perspective
Purpose To enhance the value of servitization in customers’ problem-solving, this study aims to examine and compare the effects of manufacturers’ service breadth and depth strategies on their customer-based performance. It also explores how these effects are influenced by technological turbulence and a manufacturer’s supply chain position. Design/methodology/approach Based on data collected from 208 Chinese manufacturers, this study uses a three-stage least square approach to test the hypotheses focusing on the effects of manufacturers’ service strategies on customer-based performance and the moderating roles of technological turbulence and supply chain position. Findings The study reveals that manufacturers’ service depth has a significant positive effect on their customer-based performance. However, service breadth has an insignificant effect on the performance. Furthermore, technological turbulence positively moderates the effects of both service breadth and depth, and supply chain position only positively moderates the effect of service depth. Practical implications Manufacturers should focus on increasing service depth to improve their customer-based performance. Manufacturers in technically turbulent environments can attain ample benefits from both service breadth and depth, and those located downstream in a supply chain can benefit more from service depth. Originality/value By bringing a problem-solving perspective into the servitization literature, this study adds empirical insights to the impact of manufacturers’ service breadth and depth strategies on customer outcomes. The study also answers calls for insights into the environmental and structural contingencies of servitization.
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来源期刊
CiteScore
5.40
自引率
27.80%
发文量
22
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