以顾客为导向的制造企业服务创新模式研究
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摘要
现在,世界已进入以服务经济为代表的后工业社会,消费者成为市场中关键环节,服务成为制造企业核心竞争力的重要因素,服务创新成为独立的创新活动,在制造企业发展中日趋重要。
本文通过对可能影响制造企业实施顾客导向的服务创新的影响因素的分析,构建了以顾客为导向的制造企业服务创新模式,同时对模式相关的要素间的关系进行了阐述。
全文共分四章,第一章是绪论;第二章论述了服务及服务创新的相关内容;第三章通过对相关因素分析,建立了以顾客为导向的制造业企业服务创新模式;第四章利用案例对所建模式进行了说明。
Now, the world has entered into the serving economy as representative after industry society, thus, the consumer has became the market key link. The service becomes the important attribute of the manufacture enterprise core competitive power. The service innovation becomes independent innovation, develops in the manufacture enterprise more and more important.
This article through affects the manufacture enterprise to the possibility to implement the service innovation influence factor analysis which the customer guides, constructed has served the innovation pattern take the customer as the guidance manufacture enterprise, simultaneously has carried on the elaboration to the pattern correlation essential factor relations.
The text divides four chapters altogether: the first chapter is preface; the second chapter is elaborated the service and the service innovation related content; the third chapter has established the manufacture enterprise service innovation pattern which the customer-oriented through to correlation factor analysis, and has carried on the elaboration to the pattern related essential factor; the fourth chapter has carried on the explanation to the pattern of using example.
本文通过对可能影响制造企业实施顾客导向的服务创新的影响因素的分析,构建了以顾客为导向的制造企业服务创新模式,同时对模式相关的要素间的关系进行了阐述。
全文共分四章,第一章是绪论;第二章论述了服务及服务创新的相关内容;第三章通过对相关因素分析,建立了以顾客为导向的制造业企业服务创新模式;第四章利用案例对所建模式进行了说明。
Now, the world has entered into the serving economy as representative after industry society, thus, the consumer has became the market key link. The service becomes the important attribute of the manufacture enterprise core competitive power. The service innovation becomes independent innovation, develops in the manufacture enterprise more and more important.
This article through affects the manufacture enterprise to the possibility to implement the service innovation influence factor analysis which the customer guides, constructed has served the innovation pattern take the customer as the guidance manufacture enterprise, simultaneously has carried on the elaboration to the pattern correlation essential factor relations.
The text divides four chapters altogether: the first chapter is preface; the second chapter is elaborated the service and the service innovation related content; the third chapter has established the manufacture enterprise service innovation pattern which the customer-oriented through to correlation factor analysis, and has carried on the elaboration to the pattern related essential factor; the fourth chapter has carried on the explanation to the pattern of using example.
引文
[1]蔺雷,吴贵生,服务创新.2007年6月第2版.北京:清华大学出版社,2007
[2]Quinn,J.B.Intelligent enterprise:a knowledge and service based paradigm for industry.New York:The Free Press,1992:55-70
[3]蔺雷,吴贵生.服务创新:研究现状、概念界定及特征描述.科研管理,2006,26(2):1-6
[4]鲁若愚,段小华,张鸿.制造业的服务创新与差别化战略.四川大学学报(哲学社会科学版).2000,111(6):16-20
[5]戴延寿.企业服务创新若干问题的探讨.集美大学学报,2003,6(1):39-43
[6]舒伯阳.基于服务创新的现代企业盈利成长模式研究.经济社会体制比较,2006,125(3):129-131
[7]喻友平,蔡淑琴,刘志高等.制造分销型企业服务创新的支持平台及工作原理.科研管理,2007,28(5)36-40
[8]张宇,蔺雷,吴贵生.企业服务创新类型探析.科技管理研究,2005年第9期:130-133
[9]张晓林,张波.服务业与制造业的融合创新研究.电子科技大学学报,2006,8(6):35-38
[10]戴延寿.论企业服务创新与核心竞争力.漳州师范学院学报(哲学社会科学版),2003,46(1):18-20
[11]张秋莉,盛亚.国内服务创新研究现状及其评述.商业经济与管理,2005,165(7):19-23
[12]姜红,曾锵.服务创新模式研究现状及展望.浙江树人大学学报,2005,5(2):52-55
[13]李文忠.构建以客户为中心的企业文化.企业改革与管理,2006年第3期:58-59
[14]杨少文,王萍.论以客户为导向的企业组织结构.商场现代化,2007年11月(下旬刊),总第522期:104-105
[15]郑玉香,袁少锋.价值导向的现代生产性服务企业的服务创新模式.当代经济管理,2007,29(2):30-33
[16]李宇辉.服务创新四维度模型在制造业中的应用.能源研究与信息,2006,22(2):108-113
[17]蔺雷,吴贵生.服务创新的四维度模型.数量经济技术经济研究,2004年第3期:32-37
[18]蔺雷,吴贵生.服务创新研究方法综述.科研管理,2004,25(3):19-23
[19]蔺雷,吴贵生.制造业的服务增强研究:起源、现状与发展.科研管理,2006,27(1):91-99
[20]叶广宇,冯惠平.制造业的服务化趋势及原因分析.商业时代,2007年14期:92-93、101
[21]Heinz Hollenste.Innovation modes in the Swiss service sector:a cluster analysis based on firmlevel data.Research Policy,2003(32):845-863
[22]Drucker,P.E.The future of manufacturing.Interview for Industry,1998,21(September):9-16
[23]Hipp C,Grupp H.Innovation in the service sector:the demand for service-specific innovation measurement concepts and typologies.Research Policy,2005(34):517-535
[24]Barras,R..Towards a theory of innovation in services.Research Policy,1986(15):161-173
[25]Miles.Services in the Industrial economy.Futures,1993,25(6):653-672
[26]Gann,M.Salter,J.Innovation in project-based service-enhanced firms:the construction of complex products and systems.Research Policy,2002(29):955-972
[27]Davies A.life cycle of a complex product system.International Journal of Innvoation Management,1997(3):229-256
[28]Lele M..How service needs influence product strategy.Sloan Management Review,1986,28(1):63-70
[29]Miller D..The structural and environmental correlates of businesss strategy.Strategic Management Journal,1987(8):55-76
[30]Morris.,Micharl H.,Davis et al.Measuring and managing customer service in Industrial firms.Industrial Marketing Management,1992,21(4):343-353
[31]赵丽梅.制造业企业服务创新战略研究:[硕士学位论文].天津:河北工业大学,2006
[32]张晓林.基于价值链的服务企业理论与创新研究:[博士学位论文].天津:天津大学,2006
[33]熊娟.基于顾客价值创新的品牌战略研究:[硕士学位论文].武汉:武汉大学,2005
[34]莫琳娜.基于顾客价值的企业竞争优势构建研究:[硕士学位论文].杭州:浙江工业大学,2005
[35]钟宪文.定制化知识密集型服务创新过程与客户互动机制研究:[硕士学位论文].杭州:浙江大学,2006
[36]何岚.服务创新多元和谐系统研究:[硕士学位论文].成都:西南交通大学.2004
[37]欧阳宇靖.制造业服务营销解决方案:[硕士学位论文].长沙:湖南大学工商管理学院,2002
[2]Quinn,J.B.Intelligent enterprise:a knowledge and service based paradigm for industry.New York:The Free Press,1992:55-70
[3]蔺雷,吴贵生.服务创新:研究现状、概念界定及特征描述.科研管理,2006,26(2):1-6
[4]鲁若愚,段小华,张鸿.制造业的服务创新与差别化战略.四川大学学报(哲学社会科学版).2000,111(6):16-20
[5]戴延寿.企业服务创新若干问题的探讨.集美大学学报,2003,6(1):39-43
[6]舒伯阳.基于服务创新的现代企业盈利成长模式研究.经济社会体制比较,2006,125(3):129-131
[7]喻友平,蔡淑琴,刘志高等.制造分销型企业服务创新的支持平台及工作原理.科研管理,2007,28(5)36-40
[8]张宇,蔺雷,吴贵生.企业服务创新类型探析.科技管理研究,2005年第9期:130-133
[9]张晓林,张波.服务业与制造业的融合创新研究.电子科技大学学报,2006,8(6):35-38
[10]戴延寿.论企业服务创新与核心竞争力.漳州师范学院学报(哲学社会科学版),2003,46(1):18-20
[11]张秋莉,盛亚.国内服务创新研究现状及其评述.商业经济与管理,2005,165(7):19-23
[12]姜红,曾锵.服务创新模式研究现状及展望.浙江树人大学学报,2005,5(2):52-55
[13]李文忠.构建以客户为中心的企业文化.企业改革与管理,2006年第3期:58-59
[14]杨少文,王萍.论以客户为导向的企业组织结构.商场现代化,2007年11月(下旬刊),总第522期:104-105
[15]郑玉香,袁少锋.价值导向的现代生产性服务企业的服务创新模式.当代经济管理,2007,29(2):30-33
[16]李宇辉.服务创新四维度模型在制造业中的应用.能源研究与信息,2006,22(2):108-113
[17]蔺雷,吴贵生.服务创新的四维度模型.数量经济技术经济研究,2004年第3期:32-37
[18]蔺雷,吴贵生.服务创新研究方法综述.科研管理,2004,25(3):19-23
[19]蔺雷,吴贵生.制造业的服务增强研究:起源、现状与发展.科研管理,2006,27(1):91-99
[20]叶广宇,冯惠平.制造业的服务化趋势及原因分析.商业时代,2007年14期:92-93、101
[21]Heinz Hollenste.Innovation modes in the Swiss service sector:a cluster analysis based on firmlevel data.Research Policy,2003(32):845-863
[22]Drucker,P.E.The future of manufacturing.Interview for Industry,1998,21(September):9-16
[23]Hipp C,Grupp H.Innovation in the service sector:the demand for service-specific innovation measurement concepts and typologies.Research Policy,2005(34):517-535
[24]Barras,R..Towards a theory of innovation in services.Research Policy,1986(15):161-173
[25]Miles.Services in the Industrial economy.Futures,1993,25(6):653-672
[26]Gann,M.Salter,J.Innovation in project-based service-enhanced firms:the construction of complex products and systems.Research Policy,2002(29):955-972
[27]Davies A.life cycle of a complex product system.International Journal of Innvoation Management,1997(3):229-256
[28]Lele M..How service needs influence product strategy.Sloan Management Review,1986,28(1):63-70
[29]Miller D..The structural and environmental correlates of businesss strategy.Strategic Management Journal,1987(8):55-76
[30]Morris.,Micharl H.,Davis et al.Measuring and managing customer service in Industrial firms.Industrial Marketing Management,1992,21(4):343-353
[31]赵丽梅.制造业企业服务创新战略研究:[硕士学位论文].天津:河北工业大学,2006
[32]张晓林.基于价值链的服务企业理论与创新研究:[博士学位论文].天津:天津大学,2006
[33]熊娟.基于顾客价值创新的品牌战略研究:[硕士学位论文].武汉:武汉大学,2005
[34]莫琳娜.基于顾客价值的企业竞争优势构建研究:[硕士学位论文].杭州:浙江工业大学,2005
[35]钟宪文.定制化知识密集型服务创新过程与客户互动机制研究:[硕士学位论文].杭州:浙江大学,2006
[36]何岚.服务创新多元和谐系统研究:[硕士学位论文].成都:西南交通大学.2004
[37]欧阳宇靖.制造业服务营销解决方案:[硕士学位论文].长沙:湖南大学工商管理学院,2002