工业服务业企业服务创新绩效与SP-C互动关系研究
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摘要
工业服务业是为工业企业提供生产性服务的产业，是生产性服务业、科技服务业、知识密集型服务业的重要组成部分。对工业服务业的地位、功能、细分行业及其特征进行分析发现，工业服务业在生产性服务业中，地位重要，作用巨大，功能多元，行业细分复杂，服务创新模式多样，但在服务提供商与客户的服务创新中，具有技术、能力、市场三个共同要素特征，对服务创新的进程和绩效会产生重要影响，这使得工业服务业企业的服务创新研究，既有复杂困难的一面，又有深入研究可行的一面。
通过对SP-C（SP指服务提供商service provider，C指客户client）互动的理念和模型研究和界定，深入分析SP-C互动的内涵、模式及平台，发现SP-C互动的本质及不同模式平台下互动的共性，对SP-C互动的特征进行提炼和总结，对服务业的SP-C互动模型进行了拓展，将互动特征，由技术、能力两大特征拓展为技术、能力、市场三大特征，并将客户企业的技术特征纳入技术特征的研究范畴，使得SP-C互动模型可以更好地应用到工业服务业企业的服务创新中。深入探析了工业服务业企业与客户在技术-能力-市场三特征，在互动过程中对服务创新绩效的影响。
运用Stackelberg主从博弈模型，对SP-C互动过程中技术-能力-市场三个方面的特征对服务创新绩效的影响进行了数学分析。把技术特征、能力特征、市场特征逐次加入工业服务业企业与客户企业互动过程中的博弈均衡分析。加入客户技术特征变量改变了客户企业在互动中的地位与作用，发现了互动双方在只考虑技术条件下的提高博弈收益的博弈策略。把能力特征、市场特征逐次加入博弈分析后，进一步发现能力特征、市场特征与技术特征的复杂关系，从而提出了复杂条件下提升服务创新绩效的互动对策。
在理论分析的基础上，对工业服务业企业与客户的互动与工业服务业企业服务创新的绩效关系进行了实证研究。结合互动强度研究的结论，构建了工业服务业企业与客户互动创新的测量模型。对12家工业服务业企业进行了深度访谈和问卷调查，利用SPSS13.0对263份有效问卷进行了处理，对样本特征进行了分析，并检验了测量模型的信度和效度。在此基础上通过相关分析、方差分析、结构方程分析对技术-业务-市场三维互动与工业服务业企业服务创新绩效关系的假设进行了检验，实证结果支持了提出的假设。贡献与创新点如下：
（1）结合工业服务业企业服务创新的特点，扩展了服务业创新的互动模型理论，把市场特征加入到互动模型中，并把客户企业的技术特征作为技术特征的重要组成部分，使之更贴近工业服务业企业服务创新的过程及企业与客户互动的实际。
（2）以技术-能力-市场三个特征对SP-C互动进行了深入剖析，构造了以技术-能力-市场三特征为基础的SP-C互动扩展模型，分析了在博弈中三个特征之间的复杂关系，给出了双方在博弈中提升服务创新绩效的对策策略。
（3）把新建的SP-C互动扩展模型与互动强度的测量模型相结合，构建了测量SP-C互动扩展模型中的特征与服务创新绩效关系的测量模型。在模型中进一步分析了SP-C互动扩展模型，通过服务创新轨道推动服务创新，最终提升服务创新绩效的关系路径。
（4）在实证研究的基础上，对工业服务业主要行业的企业服务创新特征进行了研究，指出了工业服务业主要行业企业的服务创新过程中的互动特点。
Industrial services are very important in producer services, Modernization services, KIBSas they offer productive service to manufacturing. Based on the analysis of the status,functions, sub-industry and its characteristics of industrial services, it is found that industrialservices status is important, thus have key multi-functions and complex innovation model.However, in service providers and customer service innovation, technology, capacity andmarket bring the three common elements characteristics, and have a major impact on theprocess of service innovation and performance, which makes industrial services innovationresearch, both complex and possible for in-depth study of possible.
Based on the definition and research of the SP-C interaction’s model and the concept, thein-depth analysis was given of the content, model and platform of SP-C interaction, found thecommon nature in the different modes of interaction. With SP-C interaction features’ refiningand summary, the SP-C interaction model was expanded from two interactive features of thetechnology and the capacity to three with the market characteristics, and customer enterprisetechnical characteristics was also added into the technical features, making SP-C interactionmodel can be better applied to the industrial service innovation. In-depth Analysis of theindustrial services business with clients in the technology-capacity-marketcharacteristics’ impact in service innovation performance was also given.
Using Stackelberg game model, the three characteristics of technology-capacity-market of interaction of SP-C process was analyzed with its impact on the serviceinnovation performance. The technical characteristics, capacity characteristics, marketcharacteristics was added into the analysis of SP-C interaction game equilibrium one by one.With the joining of the technical characteristics of the customer, the status with the role ofcustomer enterprises was changed, and the game strategy to improve the game proceeds wasfound in only considering technology. With the joining of the capacity and marketcharacteristics, the complex relationships of the capacity, market and technical was found,which give interactive strategies under the complex conditions.
Based on the theoretical analysis, an empirical study was given for the relationshipbetween SP-C interaction and the performance of the service innovation. With the theory ofthe Strength of interaction, SP-C interaction measure model was also given. With the in-depthinterviews and questionnaires Of12industrial services company, SPSS13.0software wasused to deal with263valid questionnaires, analyzed the characteristics of the sample, and tested the reliability and validity of the measurement model. On this basis, throughcorrelation analysis, variance analysis, structural equation analysis, the hypothesis was testedfor the relationship between the technology-Business–market3D interactive and industrialservices innovation performance, empirical results support the hypothesis. Contributions andinnovations are as follows:
(1) With the innovative features of the industrial services, interactive innovation theorywas extended, the market features was added to the interactive model, and the technicalfeatures of the client companies was added into the model, thus the model was nearer to thethe actual business and customer interaction.
(2) The in-depth analysis for the SP-C interaction was given with the technology-capacity-market characteristics, and the extension SP-C interaction model was constructedwith the technology-capacity-market characteristics. The complex relationship among thethree features was analyzed, and the game strategy to improve service innovationperformance was also gaven.
(3) Based on the new extended SP-C interaction model and interaction strength model,the measurement model was constructed for the relationship between the the technology-capacity-market characteristics and the service innovation performance. In the model, furtheranalysis of the extended model SP-C interaction was given, with promotion of serviceinnovation through the service innovation track, the path to improve the innovationperformance was given at last.
(4) Based on the empirical research, the main industry of the industrial services wasstudied with innovation characteristics, and the interactive features of the innovation processwas also given.
通过对SP-C（SP指服务提供商service provider，C指客户client）互动的理念和模型研究和界定，深入分析SP-C互动的内涵、模式及平台，发现SP-C互动的本质及不同模式平台下互动的共性，对SP-C互动的特征进行提炼和总结，对服务业的SP-C互动模型进行了拓展，将互动特征，由技术、能力两大特征拓展为技术、能力、市场三大特征，并将客户企业的技术特征纳入技术特征的研究范畴，使得SP-C互动模型可以更好地应用到工业服务业企业的服务创新中。深入探析了工业服务业企业与客户在技术-能力-市场三特征，在互动过程中对服务创新绩效的影响。
运用Stackelberg主从博弈模型，对SP-C互动过程中技术-能力-市场三个方面的特征对服务创新绩效的影响进行了数学分析。把技术特征、能力特征、市场特征逐次加入工业服务业企业与客户企业互动过程中的博弈均衡分析。加入客户技术特征变量改变了客户企业在互动中的地位与作用，发现了互动双方在只考虑技术条件下的提高博弈收益的博弈策略。把能力特征、市场特征逐次加入博弈分析后，进一步发现能力特征、市场特征与技术特征的复杂关系，从而提出了复杂条件下提升服务创新绩效的互动对策。
在理论分析的基础上，对工业服务业企业与客户的互动与工业服务业企业服务创新的绩效关系进行了实证研究。结合互动强度研究的结论，构建了工业服务业企业与客户互动创新的测量模型。对12家工业服务业企业进行了深度访谈和问卷调查，利用SPSS13.0对263份有效问卷进行了处理，对样本特征进行了分析，并检验了测量模型的信度和效度。在此基础上通过相关分析、方差分析、结构方程分析对技术-业务-市场三维互动与工业服务业企业服务创新绩效关系的假设进行了检验，实证结果支持了提出的假设。贡献与创新点如下：
（1）结合工业服务业企业服务创新的特点，扩展了服务业创新的互动模型理论，把市场特征加入到互动模型中，并把客户企业的技术特征作为技术特征的重要组成部分，使之更贴近工业服务业企业服务创新的过程及企业与客户互动的实际。
（2）以技术-能力-市场三个特征对SP-C互动进行了深入剖析，构造了以技术-能力-市场三特征为基础的SP-C互动扩展模型，分析了在博弈中三个特征之间的复杂关系，给出了双方在博弈中提升服务创新绩效的对策策略。
（3）把新建的SP-C互动扩展模型与互动强度的测量模型相结合，构建了测量SP-C互动扩展模型中的特征与服务创新绩效关系的测量模型。在模型中进一步分析了SP-C互动扩展模型，通过服务创新轨道推动服务创新，最终提升服务创新绩效的关系路径。
（4）在实证研究的基础上，对工业服务业主要行业的企业服务创新特征进行了研究，指出了工业服务业主要行业企业的服务创新过程中的互动特点。
Industrial services are very important in producer services, Modernization services, KIBSas they offer productive service to manufacturing. Based on the analysis of the status,functions, sub-industry and its characteristics of industrial services, it is found that industrialservices status is important, thus have key multi-functions and complex innovation model.However, in service providers and customer service innovation, technology, capacity andmarket bring the three common elements characteristics, and have a major impact on theprocess of service innovation and performance, which makes industrial services innovationresearch, both complex and possible for in-depth study of possible.
Based on the definition and research of the SP-C interaction’s model and the concept, thein-depth analysis was given of the content, model and platform of SP-C interaction, found thecommon nature in the different modes of interaction. With SP-C interaction features’ refiningand summary, the SP-C interaction model was expanded from two interactive features of thetechnology and the capacity to three with the market characteristics, and customer enterprisetechnical characteristics was also added into the technical features, making SP-C interactionmodel can be better applied to the industrial service innovation. In-depth Analysis of theindustrial services business with clients in the technology-capacity-marketcharacteristics’ impact in service innovation performance was also given.
Using Stackelberg game model, the three characteristics of technology-capacity-market of interaction of SP-C process was analyzed with its impact on the serviceinnovation performance. The technical characteristics, capacity characteristics, marketcharacteristics was added into the analysis of SP-C interaction game equilibrium one by one.With the joining of the technical characteristics of the customer, the status with the role ofcustomer enterprises was changed, and the game strategy to improve the game proceeds wasfound in only considering technology. With the joining of the capacity and marketcharacteristics, the complex relationships of the capacity, market and technical was found,which give interactive strategies under the complex conditions.
Based on the theoretical analysis, an empirical study was given for the relationshipbetween SP-C interaction and the performance of the service innovation. With the theory ofthe Strength of interaction, SP-C interaction measure model was also given. With the in-depthinterviews and questionnaires Of12industrial services company, SPSS13.0software wasused to deal with263valid questionnaires, analyzed the characteristics of the sample, and tested the reliability and validity of the measurement model. On this basis, throughcorrelation analysis, variance analysis, structural equation analysis, the hypothesis was testedfor the relationship between the technology-Business–market3D interactive and industrialservices innovation performance, empirical results support the hypothesis. Contributions andinnovations are as follows:
(1) With the innovative features of the industrial services, interactive innovation theorywas extended, the market features was added to the interactive model, and the technicalfeatures of the client companies was added into the model, thus the model was nearer to thethe actual business and customer interaction.
(2) The in-depth analysis for the SP-C interaction was given with the technology-capacity-market characteristics, and the extension SP-C interaction model was constructedwith the technology-capacity-market characteristics. The complex relationship among thethree features was analyzed, and the game strategy to improve service innovationperformance was also gaven.
(3) Based on the new extended SP-C interaction model and interaction strength model,the measurement model was constructed for the relationship between the the technology-capacity-market characteristics and the service innovation performance. In the model, furtheranalysis of the extended model SP-C interaction was given, with promotion of serviceinnovation through the service innovation track, the path to improve the innovationperformance was given at last.
(4) Based on the empirical research, the main industry of the industrial services wasstudied with innovation characteristics, and the interactive features of the innovation processwas also given.
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