Dimension Exploration and Scale Development of Manufacturing Enterprises' Service Capability: Based on WSR Framework

Abstract

Abstract: This paper mainly explores the component dimension of service capability of manufacturing enterprises, and develops and validates the measurement table of service capability of manufacturing enterprises. On the basis of systematically sorting out the relevant research of service capability, according to the research steps of grounded theory, through open coding, spindle coding and selective coding, the interview data are thoroughly analyzed. Based on the research framework of WSR, three dimensions of service capability of manufacturing enterprises are obtained: relationship capability, response capability and service rules. At the same time, on the basis of combing the relevant literature, the initial scale of service capability measurement of manufacturing enterprises is obtained. By collecting the practical data in the service process of Chinese manufacturing enterprises, exploratory factor analysis and confirmatory factor analysis of the initial scale, the reliability and validity of the scale are verified. This study is helpful to reveal the essential composition of service capability of manufacturing enterprises, and is an important extension of the research on enterprise capability and service-oriented manufacturing enterprises. It lays a theoretical foundation for the service capability of manufacturing enterprises and its empirical research, and also helpful for enterprises to understand the inherent law of service-oriented manufacturing enterprises more thoroughly from the perspective of capability.

Key words: service capacity, dimension exploration, WSR, scale development, manufacturing enterprise

Song Jing, Chen Jin. Dimension Exploration and Scale Development of Manufacturing Enterprises' Service Capability: Based on WSR Framework[J]. Management Review, 2021, 33(5): 87-96.

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