The Impacts of Customer Participation on Innovation Performance of Product Service System:Based on the Moderator Analysis of Product and Service Composition

Abstract

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

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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