基于动态匹配视角的企业服务整合路径及机制研究——佳怡供应链集团1999-2017年纵向案例研究
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摘要
服务整合在信息价值规划和管理决策支持中能够个性化的满足顾客需求,同时能够对服务一体化的市场潜力进行有效评估,从而实现企业的权衡性决策优化和多功能性边界拓展。本文以企业的服务整合为主线,运用案例研究方法,从动态匹配的理论视角探讨了企业在移动互联网时代下的服务整合机制的理论框架以及企业在发展的不同阶段其服务整合机制的构建及其实现路径。研究结果显示,企业的服务整合有三种模式,分别是原始创业阶段的市场导向型服务整合、规范行进阶段的平台构建型服务整合、持续发展阶段的创新生态型服务整合。通过对服务整合模式的分析、设计和演变的思考,为服务管理和创新研究的理论和方法问题提供了新的线索和视角,有利于企业服务创新能力的培育和构建。
Service integration can satisfy the personalized expression of customer needs in information value planning and management decision support. At the same time, it can effectively help evaluate the market potential of service integration, so as to achieve the expansion of trade-off and multi-functional boundaries. Based on the enterprise service extension and service integration as the main line, using the method of case study, this paper discusses the theoretical framework and the enterprises in the era of mobile Internet services under the integration mechanism at different stages of development in service extension and service integration system construction, and reveals the path from the perspective of dynamic matching. The research results show that there are three modes of service integration in enterprises, namely, the market oriented service integration in the initial stage of entrepreneurship, the platform building service integration in the progressive stage, and the innovative eco service integration in the stage of sustainable development. Through the analysis, focusing on the design and evolution of service integration mode, we can provide new clues and perspectives for the theory and method of service design and innovation research, and help strengthen the cultivation and construction of enterprise's service innovation capability.
Service integration can satisfy the personalized expression of customer needs in information value planning and management decision support. At the same time, it can effectively help evaluate the market potential of service integration, so as to achieve the expansion of trade-off and multi-functional boundaries. Based on the enterprise service extension and service integration as the main line, using the method of case study, this paper discusses the theoretical framework and the enterprises in the era of mobile Internet services under the integration mechanism at different stages of development in service extension and service integration system construction, and reveals the path from the perspective of dynamic matching. The research results show that there are three modes of service integration in enterprises, namely, the market oriented service integration in the initial stage of entrepreneurship, the platform building service integration in the progressive stage, and the innovative eco service integration in the stage of sustainable development. Through the analysis, focusing on the design and evolution of service integration mode, we can provide new clues and perspectives for the theory and method of service design and innovation research, and help strengthen the cultivation and construction of enterprise's service innovation capability.
引文
[1] 陈菊红,王绒,马安妮,等. 制造企业服务化战略与组织要素的匹配关系研究[J]. 管理评论, 2017,29(10):168-179
[2] 王显志. 服务组合中的资源与行为整合方法[D]. 哈尔滨工业大学硕士学位论文, 2009
[3] 林光平,杜义飞,刘兴贵. 制造企业潜在服务价值创造及其流程再造——东方汽轮机厂案例研究[J]. 管理学报, 2008,5(4):602-606
[4] Wise R., Baumgartner P. Go Downstream: The New Profit Imperative in Manufacturing[J]. Harvard Business Review, 1999,77(1):133-141
[5] 但斌,娄云,马崧萱,等. 服务促进销售的产品服务供应链定价与优化策略[J]. 管理评论, 2017,29(8):211-222
[6] Gunday G., Ulusoy G., Kilic K., et al. Effects of Innovation Types on Firm Performance[J]. International Journal of Production Economics, 2009,133(2):662-676
[7] Crespo-Gonzalez C., Garcia-Cardenas V., Benrimoj S. I. The Next Phase in Professional Services Research: From Implementation to Sustainability[J]. Research in Social and Administrative Pharmacy, 2017,13(5):896-901
[8] Edvardsson B., Gustafsson A., Sandén B., et al. New Service Development and Innovation in the New Economy[M]. London: Sage Publications, 2000
[9] Exner K., Damerau T., Stark R. Innovation in Product-Service System Engineering Based on Early Customer Integration and Prototyping[J]. Procedia Cirp, 2016,47(1):30-35
[10] Burton J., Story V. M., Raddats C., et al. Overcoming the Challenges that Hinder New Service Development by Manufacturers with Diverse Services Strategies[J]. International Journal of Production Economics, 2017,192(10):29-39
[11] Freitag M., Schiller C. Approach to Test a Product-service System During Service Engineering[J]. Procedia Cirp, 2017,64(1):336-339
[12] Meroni A., Sangiorgi D. Design for Services[M]. New York: Routledge, 2016
[13] Sangiorgi D. Building a Framework for Service Design Research[C]. The 8th European Academy of Design Conference. GBR, 2009
[14] Wetteredman K., Sangiorgi D., Edvardsson B., et al. Design for Value Co-Creation: Exploring Synergies Between Design for Service and Service Logic[J]. Manufacturing & Service Operations Management, 2014,6(2):106-121
[15] Lindkvist L., Sundin E. Analysing the Service Information Transfer in the Service Development Process at Two Automotive Companies[J]. Procedia Cirp, 2016,48(1):51-56
[16] Pagoropoulos A., Maier A., McAloone T. C. Assessing Transformational Change from Institutionalising Digital Capabilities on Implementation and Development of Product-Service Systems: Learnings from the Maritime Industry[J]. Journal of Cleaner Production, 2017,166(10):369-380
[17] Costa N., Patrício L., Morelli N., et al. Bringing Service Design to Manufacturing Companies: Integrating PSS and Service Design Approaches[J]. Design Studies, 2018,55(10):112-145
[18] Hosono S., Shimomura Y. Bridging On-site Practices and Design Principles for Service Development[J]. Procedia Cirp, 2017,60(1):422-427
[19] Rennung F., Luminosu C., Draghici A. Evaluation of Methods for Customer Integration to the Quality of IT Services[J]. Procedia Technology, 2014,16(1):101-109
[20] Bertoni A., Bertoni M., Panarotto M., et al. Expanding Value Driven Design to Meet Lean Product Service Development[J]. Procedia Cirp, 2015,30(1):197-202
[21] Yu E., Sangiorgi D. Exploring the Transformative Impacts of Service Design: The Role of Designer-client Relationships in the Service Development Process[J]. Design Studies, 2018,55(10):79-111
[22] Baines T., Lightfoot H. W. Servitization of the Manufacturing Firm: Exploring the Operations Practices and Technologies that Deliver Advanced Services[J]. International Journal of Operations & Production Management, 2013,34(1):2-35
[23] Lamberth-Cocca S., Meiren T. Towards a Reference Model for Agile New Service Development Using the Example of E-Mobility Service Systems[J]. Procedia Cirp, 2017,64(1):259-264
[24] Gounaris S., Chatzipanagiotou K., Boukis A., et al. Unfolding the Recipes for Conflict Resolution During the New Service Development Effort[J]. Journal of Business Research, 2016,69(10):4042-4055
[25] Whiteab S. W. A Model for Efficiency-based Resource Integration in Services[J]. European Journal of Operational Research, 2012,217(2):439-447
[26] 许晖,张海军. 制造业企业服务创新能力构建机制与演化路径研究[J]. 科学学研究, 2016,34(2):298-311
[27] 王显志, 王忠杰, 徐晓飞. 面向服务整合的顾客个性化需求分类与描述方法[J]. 黑龙江大学自然科学学报, 2009,26(5):622-626
[28] Li T., Zhou H., Luo H. A New Method for Providing Network Services: Service Function Chain[J]. Optical Switching and Networking, 2017,26(11):60-68
[29] Baines T., Ziaee Bigdeli A., Bustinza O. F., et al. Servitization: Revisiting the State-of-the-art and Research Priorities[J]. International Journal of Operations & Production Management, 2017,37(2):256-278
[30] 李纲,陈静静,杨雪. 网络能力﹑知识获取与企业服务创新绩效的关系研究——网络规模的调节作用[J]. 管理评论, 2017,29(2):59-68
[31] Geum Y., Park Y. Designing the Sustainable Product-service Integration: A Product-service Blueprint Approach[J]. Journal of Cleaner Production, 2011,19(14):1601-1614
[32] 韩霞,吴玥乐. 价值链重构视角下航空制造业服务化发展模式分析[J]. 中国软科学, 2018,(3):166-173
[33] Quarati A., Clematis A., D’Agostino D. Delivering Cloud Services with QoS Requirements: Business Opportunities, Architectural Solutions and Energy-saving aspects[J]. Future Generation Computer Systems, 2016,55(2):403-427
[34] Liang H., Du Y. Dynamic Service Selection with QoS Constraints and Inter-service Correlations Using Cooperative Co-evolution[J]. Future Generation Computer Systems, 2017,76(11):119-135
[35] Cainelli G., Mazzanti M. Environmental Innovations in Services: Manufacturing-services Integration and Policy Transmissions[J]. Research Policy, 2013,42(9):1595-1604
[36] Zhang M., Zhao X., Voss C., et al. Innovating Through Services, Co-creation and Supplier Integration: Cases from China[J]. International Journal of Production Economics, 2016,171(2):289-300
[37] Peters L. D. Heteropathic Versus Homopathic Resource Integration and Value Co-creation in Service Ecosystems[J]. Journal of Business Research, 2016,69(8):2999-3007
[38] 许晖,张海军. 产品-服务离散性与动态匹配视角下的制造业企业服务创新能力构建机制研究[J]. 管理学报, 2015,12(3):380-392
[39] Douma M. U., Bilderbeek J., Idenburg P. J., et al. Strategic Alliances: Managing the Dynamics of Fit[J]. Long Range Planning, 2000,33(4):579-598
[40] Ghasemaghaei M., Hassanein K., Turel O. Increasing Firm Agility Through the Use of Data Analytics: The Role of Fit[J]. Decision Support Systems, 2017,101(1):95-105
[41] Fisher E. M., Wilmoth M. C. Do I Take the Job? Assessing Fit with the Organization[J]. Journal of Professional Nursing, 2018,34(2):82-86
[42] Green K. M., Covin J. G., Slevin D. P. Exploring the Relationship Between Strategic Reactiveness and Entrepreneurial Orientation: The Role of Structure-style Fit[J]. Journal of Business Venturing, 2008,23(3):356-383
[43] Miles R. E., Snow C. C., Meyer A. D., et al. Organizational Strategy, Structure, and Process[J]. Academy of management Review, 1978,3(3):546-562
[44] Xu S., Cavusgil S. T., White J. C. The Impact of Strategic Fit Among Strategy, Structure, and Processes on Multinational Corporation Performance: A Multimethod Assessment[J]. Journal of International Marketing, 2006,14(2):1-31
[45] Deniz N., Noyan A., ?znur Gülen Ertosun. Linking Person-job Fit to Job Stress: The Mediating Effect of Perceived Person-organization Fit[J]. Procedia-Social and Behavioral Sciences, 2015,207(10):369-376
[46] Teece D. J. Explicating Dynamic Capabilities: The Nature and Microfoundations of Sustainable Enterprise Performance[J]. Strategic Management Journal, 2007,28(13):1319-1350
[47] Darrow J. B., Behrend T. S. Person-environment Fit is a Formative Construct[J]. Journal of Vocational Behavior, 2017,103(12):117-131
[48] Carmeli A., Gelbard R., Gefen D. The Importance of Innovation Leadership in Cultivating Strategic Fit and Enhancing Firm Performance[J]. Leadership Quarterly, 2010,21(3):339-349
[49] Bo B. N. Strategic Fit, Contractual, and Procedural Governance in Alliances[J]. Journal of Business Research, 2010,63(7):682-689
[50] Miles S. J., Clieaf M.V. Strategic Fit: Key to Growing Enterprise Value Through Organizational Capital[J]. Business Horizons, 2017,60(1):55-65
[51] 白凯,马耀峰,游旭群. 基于旅游者行为研究的旅游感知和旅游认知概念[J]. 旅游科学, 2008,22(1):22-28
[52] 林嵩,姜彦福,张帏. 创业机会识别:概念、过程、影响因素和分析架构[J]. 科学学与科学技术管理, 2005,26(6):128-132
[53] Baker T., Nelson R. E. Creating Something from Nothing: Resource Construction Through Entrepreneurial Bricolage[J]. Administrative Science Quarterly, 2005,50(3):329-366
[54] Niederkofler M. The Evolution of Strategic Alliances: Opportunities for Managerial Influence[J]. Journal of Business Venturing, 1991,6(4):237-257
[55] Ghosh M., John G. Strategic Fit in Industrial Alliances: An Empirical Test of Governance Value Analysis[J]. Journal of Marketing Research, 2005,42(3):346-357
[56] Eisenhardt K. M. Building Theories from Case Study Research[J]. Academy of Management Review, 1989,14(4):532-550
[57] Yin R. K. Case Study Research: Design and Methods 5ed[M]. New York: Blackwell Science Ltd, 2013
[58] Eisenhardt K. M., Graebner M. E. Theory Building from Cases: Opportunities and Challenges.[J]. Academy of Management Journal, 2007,50(1):25-32
[59] Patton M. Q. How to Use Qualitative Methods in Evaluation[M]. London: Sage Publications, 1987
[60] 吕力. 管理案例研究的信效度分析:以AMJ年度最佳论文为例[J]. 科学学与科学技术管理, 2014,35(12):19-29
[61] 宋华. 新兴技术与“产业供应链+”“互联网+”下的智慧供应链创新[J]. 人民论坛·学术前沿, 2015,(22):21-34
[2] 王显志. 服务组合中的资源与行为整合方法[D]. 哈尔滨工业大学硕士学位论文, 2009
[3] 林光平,杜义飞,刘兴贵. 制造企业潜在服务价值创造及其流程再造——东方汽轮机厂案例研究[J]. 管理学报, 2008,5(4):602-606
[4] Wise R., Baumgartner P. Go Downstream: The New Profit Imperative in Manufacturing[J]. Harvard Business Review, 1999,77(1):133-141
[5] 但斌,娄云,马崧萱,等. 服务促进销售的产品服务供应链定价与优化策略[J]. 管理评论, 2017,29(8):211-222
[6] Gunday G., Ulusoy G., Kilic K., et al. Effects of Innovation Types on Firm Performance[J]. International Journal of Production Economics, 2009,133(2):662-676
[7] Crespo-Gonzalez C., Garcia-Cardenas V., Benrimoj S. I. The Next Phase in Professional Services Research: From Implementation to Sustainability[J]. Research in Social and Administrative Pharmacy, 2017,13(5):896-901
[8] Edvardsson B., Gustafsson A., Sandén B., et al. New Service Development and Innovation in the New Economy[M]. London: Sage Publications, 2000
[9] Exner K., Damerau T., Stark R. Innovation in Product-Service System Engineering Based on Early Customer Integration and Prototyping[J]. Procedia Cirp, 2016,47(1):30-35
[10] Burton J., Story V. M., Raddats C., et al. Overcoming the Challenges that Hinder New Service Development by Manufacturers with Diverse Services Strategies[J]. International Journal of Production Economics, 2017,192(10):29-39
[11] Freitag M., Schiller C. Approach to Test a Product-service System During Service Engineering[J]. Procedia Cirp, 2017,64(1):336-339
[12] Meroni A., Sangiorgi D. Design for Services[M]. New York: Routledge, 2016
[13] Sangiorgi D. Building a Framework for Service Design Research[C]. The 8th European Academy of Design Conference. GBR, 2009
[14] Wetteredman K., Sangiorgi D., Edvardsson B., et al. Design for Value Co-Creation: Exploring Synergies Between Design for Service and Service Logic[J]. Manufacturing & Service Operations Management, 2014,6(2):106-121
[15] Lindkvist L., Sundin E. Analysing the Service Information Transfer in the Service Development Process at Two Automotive Companies[J]. Procedia Cirp, 2016,48(1):51-56
[16] Pagoropoulos A., Maier A., McAloone T. C. Assessing Transformational Change from Institutionalising Digital Capabilities on Implementation and Development of Product-Service Systems: Learnings from the Maritime Industry[J]. Journal of Cleaner Production, 2017,166(10):369-380
[17] Costa N., Patrício L., Morelli N., et al. Bringing Service Design to Manufacturing Companies: Integrating PSS and Service Design Approaches[J]. Design Studies, 2018,55(10):112-145
[18] Hosono S., Shimomura Y. Bridging On-site Practices and Design Principles for Service Development[J]. Procedia Cirp, 2017,60(1):422-427
[19] Rennung F., Luminosu C., Draghici A. Evaluation of Methods for Customer Integration to the Quality of IT Services[J]. Procedia Technology, 2014,16(1):101-109
[20] Bertoni A., Bertoni M., Panarotto M., et al. Expanding Value Driven Design to Meet Lean Product Service Development[J]. Procedia Cirp, 2015,30(1):197-202
[21] Yu E., Sangiorgi D. Exploring the Transformative Impacts of Service Design: The Role of Designer-client Relationships in the Service Development Process[J]. Design Studies, 2018,55(10):79-111
[22] Baines T., Lightfoot H. W. Servitization of the Manufacturing Firm: Exploring the Operations Practices and Technologies that Deliver Advanced Services[J]. International Journal of Operations & Production Management, 2013,34(1):2-35
[23] Lamberth-Cocca S., Meiren T. Towards a Reference Model for Agile New Service Development Using the Example of E-Mobility Service Systems[J]. Procedia Cirp, 2017,64(1):259-264
[24] Gounaris S., Chatzipanagiotou K., Boukis A., et al. Unfolding the Recipes for Conflict Resolution During the New Service Development Effort[J]. Journal of Business Research, 2016,69(10):4042-4055
[25] Whiteab S. W. A Model for Efficiency-based Resource Integration in Services[J]. European Journal of Operational Research, 2012,217(2):439-447
[26] 许晖,张海军. 制造业企业服务创新能力构建机制与演化路径研究[J]. 科学学研究, 2016,34(2):298-311
[27] 王显志, 王忠杰, 徐晓飞. 面向服务整合的顾客个性化需求分类与描述方法[J]. 黑龙江大学自然科学学报, 2009,26(5):622-626
[28] Li T., Zhou H., Luo H. A New Method for Providing Network Services: Service Function Chain[J]. Optical Switching and Networking, 2017,26(11):60-68
[29] Baines T., Ziaee Bigdeli A., Bustinza O. F., et al. Servitization: Revisiting the State-of-the-art and Research Priorities[J]. International Journal of Operations & Production Management, 2017,37(2):256-278
[30] 李纲,陈静静,杨雪. 网络能力﹑知识获取与企业服务创新绩效的关系研究——网络规模的调节作用[J]. 管理评论, 2017,29(2):59-68
[31] Geum Y., Park Y. Designing the Sustainable Product-service Integration: A Product-service Blueprint Approach[J]. Journal of Cleaner Production, 2011,19(14):1601-1614
[32] 韩霞,吴玥乐. 价值链重构视角下航空制造业服务化发展模式分析[J]. 中国软科学, 2018,(3):166-173
[33] Quarati A., Clematis A., D’Agostino D. Delivering Cloud Services with QoS Requirements: Business Opportunities, Architectural Solutions and Energy-saving aspects[J]. Future Generation Computer Systems, 2016,55(2):403-427
[34] Liang H., Du Y. Dynamic Service Selection with QoS Constraints and Inter-service Correlations Using Cooperative Co-evolution[J]. Future Generation Computer Systems, 2017,76(11):119-135
[35] Cainelli G., Mazzanti M. Environmental Innovations in Services: Manufacturing-services Integration and Policy Transmissions[J]. Research Policy, 2013,42(9):1595-1604
[36] Zhang M., Zhao X., Voss C., et al. Innovating Through Services, Co-creation and Supplier Integration: Cases from China[J]. International Journal of Production Economics, 2016,171(2):289-300
[37] Peters L. D. Heteropathic Versus Homopathic Resource Integration and Value Co-creation in Service Ecosystems[J]. Journal of Business Research, 2016,69(8):2999-3007
[38] 许晖,张海军. 产品-服务离散性与动态匹配视角下的制造业企业服务创新能力构建机制研究[J]. 管理学报, 2015,12(3):380-392
[39] Douma M. U., Bilderbeek J., Idenburg P. J., et al. Strategic Alliances: Managing the Dynamics of Fit[J]. Long Range Planning, 2000,33(4):579-598
[40] Ghasemaghaei M., Hassanein K., Turel O. Increasing Firm Agility Through the Use of Data Analytics: The Role of Fit[J]. Decision Support Systems, 2017,101(1):95-105
[41] Fisher E. M., Wilmoth M. C. Do I Take the Job? Assessing Fit with the Organization[J]. Journal of Professional Nursing, 2018,34(2):82-86
[42] Green K. M., Covin J. G., Slevin D. P. Exploring the Relationship Between Strategic Reactiveness and Entrepreneurial Orientation: The Role of Structure-style Fit[J]. Journal of Business Venturing, 2008,23(3):356-383
[43] Miles R. E., Snow C. C., Meyer A. D., et al. Organizational Strategy, Structure, and Process[J]. Academy of management Review, 1978,3(3):546-562
[44] Xu S., Cavusgil S. T., White J. C. The Impact of Strategic Fit Among Strategy, Structure, and Processes on Multinational Corporation Performance: A Multimethod Assessment[J]. Journal of International Marketing, 2006,14(2):1-31
[45] Deniz N., Noyan A., ?znur Gülen Ertosun. Linking Person-job Fit to Job Stress: The Mediating Effect of Perceived Person-organization Fit[J]. Procedia-Social and Behavioral Sciences, 2015,207(10):369-376
[46] Teece D. J. Explicating Dynamic Capabilities: The Nature and Microfoundations of Sustainable Enterprise Performance[J]. Strategic Management Journal, 2007,28(13):1319-1350
[47] Darrow J. B., Behrend T. S. Person-environment Fit is a Formative Construct[J]. Journal of Vocational Behavior, 2017,103(12):117-131
[48] Carmeli A., Gelbard R., Gefen D. The Importance of Innovation Leadership in Cultivating Strategic Fit and Enhancing Firm Performance[J]. Leadership Quarterly, 2010,21(3):339-349
[49] Bo B. N. Strategic Fit, Contractual, and Procedural Governance in Alliances[J]. Journal of Business Research, 2010,63(7):682-689
[50] Miles S. J., Clieaf M.V. Strategic Fit: Key to Growing Enterprise Value Through Organizational Capital[J]. Business Horizons, 2017,60(1):55-65
[51] 白凯,马耀峰,游旭群. 基于旅游者行为研究的旅游感知和旅游认知概念[J]. 旅游科学, 2008,22(1):22-28
[52] 林嵩,姜彦福,张帏. 创业机会识别:概念、过程、影响因素和分析架构[J]. 科学学与科学技术管理, 2005,26(6):128-132
[53] Baker T., Nelson R. E. Creating Something from Nothing: Resource Construction Through Entrepreneurial Bricolage[J]. Administrative Science Quarterly, 2005,50(3):329-366
[54] Niederkofler M. The Evolution of Strategic Alliances: Opportunities for Managerial Influence[J]. Journal of Business Venturing, 1991,6(4):237-257
[55] Ghosh M., John G. Strategic Fit in Industrial Alliances: An Empirical Test of Governance Value Analysis[J]. Journal of Marketing Research, 2005,42(3):346-357
[56] Eisenhardt K. M. Building Theories from Case Study Research[J]. Academy of Management Review, 1989,14(4):532-550
[57] Yin R. K. Case Study Research: Design and Methods 5ed[M]. New York: Blackwell Science Ltd, 2013
[58] Eisenhardt K. M., Graebner M. E. Theory Building from Cases: Opportunities and Challenges.[J]. Academy of Management Journal, 2007,50(1):25-32
[59] Patton M. Q. How to Use Qualitative Methods in Evaluation[M]. London: Sage Publications, 1987
[60] 吕力. 管理案例研究的信效度分析:以AMJ年度最佳论文为例[J]. 科学学与科学技术管理, 2014,35(12):19-29
[61] 宋华. 新兴技术与“产业供应链+”“互联网+”下的智慧供应链创新[J]. 人民论坛·学术前沿, 2015,(22):21-34