Manufacturing Servitizaition,Customer Integration And Firm Performance

With the global entering the era of service economy,a series of internal and external factors such as economic development,technological progress and demand change,have resulted in tremendous changes of the position of service in manufacturing enterprises.Services begin to replace products as the source of the corecompetitive advantage of manufacturing enterprises.The service transformation of manufacturing enterprises is the current development trend of manufacturing enterprises,and more and more manufacturing enterprises are involved in the service transformation practice.The servitization performance of manufacturing enterprises has always been the focus of attention of scholars,but so far no consensus has been reached.Some scholars have pointed out that previous studies often regard service as a whole to study servitization performance,which ignoring the possible impact of characteristics of different services.Therefore,it is necessary to explore the relationship between services with different characteristics and enterprise performance.In addition,the internal mechanism of manufacturing services and performance is still not clear,and how external factors affect the service performance of manufacturing enterprises need to be further studied.Based on this,this article review the study of manufacturing servitization,service classification,customer integration research.According to the service classification method that Mathieu(2001b)proposed,service will be divided into the service supporting the supplier's product and the service supporting the client's action.Building the structural equation model of manufacturing enterprise service,customer integration and corporate performance based on resource based view,transaction cost theory and resource dependence theory.At the same time,in order to improve the reliability of the research results?this article uses case survey methodology to collect 30 samples of case study with different periods,countries and industries.SPSS21.0 and SmartPLS3.0 statistical analysis software were used to validate the factor analysis,correlation analysis and building structural equation modeling in order to test the hypothesis.Using SPSS21.0 and SmartPLS3.0 statistical analysis software to establish the structural equation model in order to analyze the main effect of the coding results and the adjustment effect to test the research hypothesis.The results show that the service supporting the supplier's product has a significant positive impact on the service supporting the client's action and the service supporting the supplier's product helps manufacturers to provide customers with the service supporting the client's action.But the service supporting the supplier's product has no significant impacts on enterprise performance,and it is difficult to bring expected performance for manufacturing enterprises.the service supporting the client's action has a significant impact on enterprise performance,which helps manufacturers to achieve excellent performance.Customer integration has a significant positive moderating effect on the relationship between the service supporting the supplier's product and the service supporting the client's action,which is beneficial to the service transformation of manufacturing enterprises.Customer integration has a significant positive moderating effect on the relationship between the service supporting the client's action and corporate performance,which is benefit to the achievement of enterprise performance.Based on research results above,this paper draws the following conclusions:1)Different types of services have significant difference in servitization transformation performance of manufacturing enterprises.The service supporting the client's action is the sole source of service transformation performance of manufacturing enterprises and the ultimate goal of service-oriented transformation of manufacturing enterprises.2)The service-oriented transformation of manufacturing enterprises is a process of deepening,manufacturing enterprises can develop the service supporting the supplier's product to accumulate resources and capabilities for promoting service transformation deepening.3)Customer integration is an important way for manufacturing enterprises to acquire and integrate customer resources,and also the main means to reduce opportunism.Manufacturing enterprises should pay attention to the relationship with customers and strengthen the cooperation and coordination with customers.