顾客参与对产品服务系统创新绩效的影响研究——基于产品与服务组合的调节分析

摘要/Abstract

摘要：

产品服务系统（PSS）创新是大部分传统制造企业服务化战略转型的必然选择，组织顾客参与、产品与服务组合是影响PSS创新绩效的关键因素。有机融合价值共创和开放式创新理论，面向产品生命周期全过程，构建了破解PSS绩效增值黑箱的“顾客参与—价值共创—创新效应—创新绩效”理论模型，基于该模型分析考虑产品与服务组合调节作用的顾客参与对PSS创新绩效的作用机理，并提出理论假设，选取137家上市制造企业作为样本对模型进行了实证检验。研究发现：包括个体参与、组织参与在内的组织顾客参与对PSS创新绩效中的财务绩效、战略绩效具有显著的正向作用。产品服务占比率（PSR）、产品服务耦合度（PSC）在组织顾客参与与创新绩效之间起调节作用，PSR在个体参与、组织参与与PSS财务绩效之间起正U型调节作用，PSR在个体参与、组织参与与PSS战略绩效之间起正向调节作用。PSC在个体参与、组织参与与PSS财务绩效之间起到正向调节作用，PSC在个体参与、组织参与与PSS战略绩效之间起倒U型调节作用。

关键词: 顾客参与, 产品服务系统, 价值共创, 制造企业, 创新绩效

Abstract:

The innovation of product service system (PSS) is the servitization strategy of most traditional manufacturing enterprises. The key factors affecting the innovation performance of PSS are organizational customer participation, product and service composition. A theoretical model of "customer participation-value co-creation-innovation effect-innovation performance" of the entire product life cycle is built to solve the black box of PSS performance based on the theory of value co-creation and open innovation. This paper analyses the mechanism of customer participation on innovation performance of PSS considering the moderating effect of product and service composition based on theoretical model, and proposes theoretical hypothesis tested by 137 listed manufacturing enterprises as samples. The results show that organizational customer participation, including individual participation and organizational participation, has a significant positive effect on the financial performance and strategic performance of PSS. Product service ratio (PSR) and product service coupling (PSC) moderate the relationship between organizational customer participation and innovation performance. PSR positive u-shaped moderates the relationship between individual/organizational participation and financial performance of PSS, and positive moderates the relationship between individual/organizational participation and strategic performance of PSS. PSC positive moderates the relationship between individual/organizational participation and financial performance of PSS, while inverted u-shaped moderates the relationship between individual/organizational participation and strategic performance of PSS.

Key words: customer participation, product service system, value co-creation, manufacturing enterprise, innovation performance

胡有林, 韩庆兰. 顾客参与对产品服务系统创新绩效的影响研究——基于产品与服务组合的调节分析[J]. , 2018, 30(12): 76-88.

Hu Youlin, Han Qinglan. The Impacts of Customer Participation on Innovation Performance of Product Service System:Based on the Moderator Analysis of Product and Service Composition[J]. , 2018, 30(12): 76-88.

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