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论文编号：	14117
作者编号：	1120191045
上传时间：	2023/6/11 17:42:45
中文题目：	数字服务化背景下制造企业服务能力重构机制及对服务创新绩效的影响研究
英文题目：	Research on the Mechanism of Service Capability Reconfiguration of Manufacturing Enterprise and its Impact on Service Innovation Performance under the background of Digital Servitization
指导老师：	许晖教授
中文关键字：	数字服务化；数字技术采纳；服务能力重构；服务创新绩效；组织柔性；客户参与
英文关键字：	Digital servitization; Digital technology adoption; Service capability reconfiguration; Service innovation performance; Organizational flexibility; Customer participation
中文摘要：	随着国际竞争日益加剧，各国都将发展制造业作为争夺国际竞争优势、改善国家就业、优化经济结构的重中之重，美国力促高端制造业回归、德国倾力打造工业4.0均极大凸显了各国对制造业发展的重视。改革开放以来，我国制造业蓬勃发展并取得了不俗成绩，但不容忽视的是，我国制造业在核心技术突破、全球价值链地位、整体利润水平以及创新服务产出等方面仍与世界工业强国存在一定差距，亟待通过变革传统制造业发展模式实现“弯道超车”。随着新一轮科技产业革命的到来，制造业服务化作为从单一产品生产向生产与服务深度融合发展模式转变的新兴战略，成为传统制造企业破局微利困境并实现高质量发展的关键路径。为此，我国政府在《2023年政府工作报告》、《中国制造2025》、《关于进一步促进服务型制造发展的指导意见》等文件中明确提出了传统制造业向服务型制造业转型的建议。在市场需求和政策导向“双重利好”的推动下，越来越多制造企业开始尝试进行服务化探索，然而，由于服务化经验严重不足，企业转型过程中服务业务与制造业务相互排斥、服务业务与产品形式不适配等现象普遍存在，导致大量制造企业陷入“服务化悖论”，经营效率与服务创新绩效难以提高。以大数据、物联网、人工智能为代表的新一代数字技术快速发展，为制造企业服务化转型提供了新的突破口，“数字服务化”趋势成为制造企业服务化转型升级的“新航标”，得到了业界和理论界的广泛关注与深入探讨。因此，制造企业如何采纳并释放数字技术潜力以作用于服务创新绩效提升，成为制造企业向数字服务化转型成功的关键。 现有文献将数字服务化（Digital Servitization）作为数字化与服务化领域交叉融合下理论发展的新焦点，聚焦于数字化与制造企业服务化的关联关系，对数字服务化的内涵、效应以及基本逻辑等进行了深入探讨（Paschou等，2020）。一种解释认为“数字化是服务化的推动者”，将数字服务化界定为通过使用数字技术开发新的服务和/或改进现有服务；另一种解释则认为“数字技术作为服务化整体产品的一个组成部分”，将数字服务化定义为依靠嵌入物理产品中的数字组件提供IT支持或数字服务。事实上，无论哪种解释，数字服务化研究中基于关系范畴的探讨均是建立在数字化与服务化概念相互独立的基本假设下，即数字化作为一种外部力量驱动制造企业服务化，或作为一种外部要素直接嵌入服务化过程中，强调的是数字化能够对服务化产生作用效果，但在一定程度上忽略了对这种作用效果产生过程背后所蕴含内在逻辑的挖掘。在这种情况下，数字技术采纳的相关研究聚焦于探讨物联网、云计算、大数据等特定数字技术采纳给制造企业商业模式要素带来的战略影响，为从微观层面解释数字化作用于服务化的内在逻辑提供了有益的分析思路。此外，现有研究指出数字化之所以能够支撑制造企业提供不同类别和属性的服务、改善服务化效果并促进服务创新绩效提升，从本质上来看，是由于制造企业的服务能力发生了变化，即企业在数字技术要素的影响作用下对自身服务能力进行了重构，才具备了面向数字服务化的服务创新能力。然而，制造企业如何将数字技术潜力转化为服务能力优势并作用于服务创新绩效的“黑箱”仍未得到有益的解释。 基于此，针对制造企业数字服务化的独特特征，本文构建并检验“数字技术采纳-服务能力重构-服务创新绩效”的理论框架，揭示了数字服务化背景下制造企业基于数字技术采纳的服务能力重构机制及对服务创新绩效的影响，所得出的研究结论主要包括：1）数字技术采纳为制造企业实现服务创新绩效提供了关键资源和重要支撑，数字技术采纳广度和数字技术采纳深度对于服务创新绩效的作用存在差异性；2）制造企业通过服务能力重构的方式将数字技术采纳所获取的数字技术潜力转化到企业的能力池中，在数字技术采纳与服务创新绩效之间起着重要的中介作用；3）组织柔性在数字技术采纳与服务能力重构之间具有重要的调节效应且呈现出较大的差异性。组织柔性越高，数字技术采纳深度对企业服务能力重构的作用越强，但数字技术采纳广度对企业服务能力重构的作用并无明显变化；4）客户参与在服务能力重构与服务创新绩效之间具有重要的调节效应且呈现出较大的差异性。客户参与程度越高，服务能力进化式重构对财务绩效、客户绩效和内部运营绩效的作用越强，但服务能力替代式重构对财务绩效和内部运营绩效的作用越弱，且对于服务能力替代式重构对客户绩效的作用并无明显变化。 本文的理论贡献主要体现在：第一，基于制造企业服务化特征所开展的数字技术采纳广度和数字技术采纳深度研究，解构了制造企业数字技术采纳的内在机理并提炼了其对服务创新绩效的影响作用，能够贡献于从微观层面挖掘数字化作用于制造企业服务化的内在逻辑，深化对数字服务化逻辑的理解和认知；第二，基于制造企业数字技术水平特征所开展的服务能力重构研究，推动了能力重构理论向制造业服务化领域的迁移与深化，进一步地，通过提炼服务能力重构在服务能力替代式重构和服务能力进化式重构两个方面的内容表现，解释了企业如何将数字技术潜力转化为服务能力优势并作用于服务创新绩效，为后续数字服务化研究提供了新的分析视角；第三，揭示了数字服务化过程中服务创新绩效提升的内在机制，通过将服务创新绩效的研究情境拓展到数字化情境，补充了对于制造企业服务创新绩效影响因素的提炼，并在一定程度上响应了对深化数字服务化效应研究的理论呼吁；第四，对于制造企业数字服务化过程中组织柔性情境和客户参与情境的识别，解释了不同情境下制造企业数字技术采纳、服务能力重构与服务创新绩效的差异，通过将抽象的情境因素量化到企业层面和客户层面，补充了对于数字服务化情境考量不足所造成的理论偏视。
英文摘要：	As the international competition intensifies, all countries regard the development of manufacturing industry as the top priority of competing for international competitive advantage, improving national employment and optimizing economic structure. The efforts of the United States to promote the return of high-end manufacturing industry and Germany's efforts to build Industry 4.0 have greatly highlighted the importance that countries attach to the development of manufacturing industry. Since the reform and opening up, China's manufacturing industry has flourished and achieved remarkable results. However, it cannot be ignored that there is still a certain gap between China's manufacturing industry and the world's industrial powers in terms of core technology breakthroughs, global value chain status, overall profit level, and innovative service output, and it is urgent to realize "overtaking in corners" by changing the traditional development model. In the context of a new round of technological and industrial revolution, servitization, as an emerging strategy to transform from single product production to the deep integration of production and service development mode, has become the key path for traditional manufacturing enterprises to break the situation of meager profits and promote the high-quality development. Therefore, the Chinese government has made clear recommendations on the transformation from traditional manufacturing to service-oriented manufacturing in such documents as "2023 Government Work Report", "Made in China 2025", "Guidance on Further Promoting the Development of Service-oriented Manufacturing". Driven by the dual advantages of market demand and policy orientation, more and more manufacturing enterprises are trying to explore servitization. However, due to the serious lack of service experience, the mutual exclusion between service business and manufacturing business, and the mismatch between service business and product form are widespread in this process, leading to a large number of enterprises falling into the "service paradox", and it is difficult to improve operating efficiency and service innovation performance. With the rapid development of the new generation of information technology represented by big data, the Internet of Things and artificial intelligence, digitalization has provided a new breakthrough for the service-oriented transformation of manufacturing enterprises, and the trend of digital servitization has become an important direction for the transformation and upgrading, and has received extensive attention and in-depth discussion from the industry and theoretical circles. Therefore, how manufacturing enterprises adopt and release the potential of digital technology to improve the performance of service innovation has become the key to the successful transformation of manufacturing enterprises to digital servitization. The existing literature regards digital servitization as the new focus of theoretical development under the intersection and integration of digitalization and servitization fields, focuses on the correlation between digitalization and servitization, and deeply discusses the connotation, effect and basic logic of digital servitization (Paschou et al., 2020). One explanation is that "digitalization is the driver of servitization ", which defines digital servitization as the development of new services and/or improvement of existing services through the use of digital technology; Another explanation is that "digital technology is an integral part of the overall service product", which defines digital servitization as providing IT support or digital services by relying on digital components embedded in physical products. However, regardless of the explanation, the discussion based on the relationship category in the research of digital servitization is based on the basic assumption that the concepts of digitalization and servitization are independent, that is, digitalization drives the servitization of manufacturing enterprises as an external force, or is directly embedded in the servitization process as an external factor, emphasizing that digitalization can have an effect on servitization. However, to a certain extent, the mining of the internal logic behind the process of producing this effect is ignored. In this situation, relevant research on digital technology adoption focuses on discussing the strategic impact of the specific digital technologies adoption such as the Internet of Things, cloud computing and big data on the business model elements of manufacturing enterprises, providing a useful analytical thinking for explaining the internal logic of the role of digitalization in servitization from the micro level. In addition, the existing research points out that the reason why digitalization can support manufacturing enterprises to provide services of different categories and attributes, improve the service effect and promote the service innovation performance is that, in essence, the service capability of enterprises has changed. That is, under the influence of digital technology elements, enterprises have reconfigured their own service capability, so that they have the service innovation capability oriented to digital servitization. However, the "black box" of how manufacturing enterprises transform the potential of digital technology into the advantage of service capability and act on the performance of service innovation has not yet been well explained. Based on this, in view of the unique characteristics of digital servitization in manufacturing enterprises, this paper constructs and tests the theoretical framework of "digital technology adoption - service capability reconfiguration - service innovation performance". It reveals the mechanism of service capability reconstruction based on digital technology adoption in the context of digital servitization and its impact on service innovation performance in manufacturing enterprises. The research conclusions mainly include: 1) digital technology adoption provides key resources and important support for manufacturing enterprises to achieve service innovation performance. There are differences in the effects of the breadth and depth of digital technology adoption on service innovation performance. 2) Manufacturing enterprises transform the potential of digital technology acquired by digital technology adoption into the capability pool through service capability reconfiguration, which plays an important intermediary role between digital technology adoption and service innovation performance. 3) Organizational flexibility has an important moderating effect between digital technology adoption and service capability reconfiguration, and shows great differences. The higher the organizational flexibility, the stronger the role of digital technology adoption depth in the service capability reconfiguration, but the role of digital technology adoption breadth in the service capability reconfiguration has not changed significantly. 4) Customer participation has an important moderating effect between service capability reconfiguration and service innovation performance, and shows great differences. The higher the degree of customer participation, the stronger the role of evolution reconfiguration of service capability on financial performance, customer performance and internal operating performance, but the weaker the role of substitution reconfiguration of service capability on financial performance and internal operating performance, while the role of substitution reconfiguration of service capability on customer performance has not changed significantly. The theoretical contributions of this paper are mainly reflected in the following four aspects: First, the research on the breadth and depth of digital technology adoption based on the service-oriented characteristics of manufacturing enterprises has refined the digital technology adoption model and its effect on service innovation performance. It can contribute to mining the internal logic of digitalization in manufacturing enterprises' servitization from the micro level, and deepening the understanding and cognition of digital servitization logic. Second, the research on service capability reconfiguration based on the characteristics of manufacturing enterprises’ digital technology level has promoted the migration and deepening of the theory of capability reconstruction to the field of manufacturing servitization. Further, by refining the content of service capability reconfiguration in two aspects of substitution reconfiguration and evolution reconfiguration of service capability, the paper explains how enterprises transform the potential of digital technology into service capability advantages and act on service innovation performance, which provides a new analytical perspective for the follow-up research. Thirdly, it reveals the internal mechanism of service innovation performance improvement in the process of digital servitization. By extending the research context of service innovation performance to digital context, it supplements the refining of the factors affecting the service innovation performance of manufacturing enterprises, and to some extent responds to the theoretical call for the research on the effect of digital servitization. Fourth, identification of organizational flexibility and customer participation situation in the digital servitization process, explains the differences between the digital technology adoption, service capability reconfiguration and service innovation performance of manufacturing enterprises in different situations. By quantifying the abstract situational factors to the enterprise level and the customer level, it supplements the theoretical bias caused by insufficient consideration of the digital servitization situation of manufacturing enterprises.
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