| With the arrival of "service economy", the global manufacturing industry is undergoing new changes,and with the rapid development of technology and information, customer demand presents complex and diverse characteristics. Homogenization of service does not create differentiated advantages for enterprises. As such service innovation has gradually become the effective way for manufacturing enterprises to achieve differentiation, transfer the customer service quality and service efficiency and enhance the value, and has become a focus.in academic circles and enterprises.Service innovation has become an important way to push forward the transformation of manufacturing enterprises in China from low cost processing and manufacturing to high value chain link. Existing research on service innovation is based on the research of connotation, concept, mode and type, and the deep exploration and research on related theories of service innovation are lacking. From the perspective of capacity,this paper discusses the evolution law of service innovation capability of manufacturing enterprise in different stages of enterprise development and its influence on service innovation performance through exploratory case study.Based on the literature review, the meaning of manufacturing enterprise service innovation capability and service innovation strategy were defined in this paper, and based on the process perspective, the service innovation capability is divided for five dimensions of service innovation research and development capacity, innovation and service implementation capacity, innovation capacity of organization and management, service marketing innovation capacity, innovation capacity of study and grow up. In addition, this paper also reviewing the existing research of services innovation performance,and pioneered divide it into two dimensions of process and result, and construct a comprehensive evaluation system of service innovation performance. In this paper, we select a representative large-scale manufacturing enterprise-HUAWEI to conduct a longitudinal case study.We collect case information in a variety of ways through research interviews, official websites, related works,papers and so on. Through data coding and case analysis, we verify the theoretical model of this paper, draw the conclusion of this paper.The results showed that:(1) The capability plays leading role of manufacturing enterprise service innovation capability in the different stages of enterprise development is not the same,it is a constantly changing mix of capabilities and only if the capabilities mathed the environment and organization, manufacturing enterprise's service innovation performance will be effectively improved. (2) There is a matching relationship between service innovation capability and service innovation strategy of manufacturing enterprise.When the capability, strategy and the environment mathed more appropriate,the ervice innovation performance will be effectively improved.To be specific:1) When the service innovation capacity is at a low level, manufacturing enterprise implements incremental service innovation strategy can help improve service innovation performance.2) When the service innovation capacity is at a high level, manufacturing enterprise implements radical service innovation strategy can help improve service innovation performance. Overall, manufacturing enterprises implement the service innovation strategy mathing with the environment and their own service innovation capability can bring better service innovation performance. We really hope this research can provide theoretical support and practical guidance for manufacturing enterprises in our country to cultivate service innovation capability and implement service innovation activities. |
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