从价值提供到价值共创的营销转型——企业与消费者协同演化视角的双案例研究

互联网环境下的企业营销正在逐渐从以产品为核心转向以消费者为核心。尽管现有研究提出了服务主导逻辑与价值共创的思想,但对企业与消费者交易产生的价值提供模式如何转变为企业与消费者合作产生的价值共创模式缺乏理论探讨。本文基于服务主导逻辑和动态能力理论,通过对两家案例企业的比较分析发现:(1)企业与消费者拥有的互补性异质资源构成推动面向价值共创营销转型的资源基础;(2)企业与消费者合作演化形成的协同演化动态能力构成推动面向价值共创营销转型的能力基础,具体由识别资源、共享资源和对接资源3种能力构成;(3)企业与意见领袖、平民化中心两类特殊消费者的协同演化,构成两种营销转型路径:一是与意见领袖合作构建交易媒介,强化普通消费者的能力信任,二是与平民化中心合作构建交流媒介,提升普通消费者的情感信任。由此,本文基于协同演化视角提出了企业营销转型实现机制的理论框架,强化了服务主导逻辑下企业与特殊消费者的价值共创理论研究,并使企业与消费者协同演化动态能力理论在企业营销转型领域得到深化和推进。结论对于互联网环境下企业营销转型实践具有启发和指导意义。     

转型企业技术能力演进机理与再造路径研究

新的技术能力已成为影响企业产业转型成功与否的关键因素之一。为此,本文基于案例研究,对转型企业技术能力演进路径分析,构建出技术能力演进系统模型,探寻企业技术能力再造的途径;在此基础之上,提出原有技术能力挖掘和技术学习的转型企业技术能力积累模式,并对影响模式选择的关键因素进行分析;最后,构建了技术能力整合模型,以提高企业技术能力整合效率。     

基于美宜佳案例的零售虚拟企业模式研究

如何改变国内零售企业在竞争中的不利局面,是学术界和企业界关注的一个重要问题.受美宜佳案例的启发,结合生产领域中虚拟企业的一些思想,提出了一种新的基于服务能力的零售虚拟企业模型及其供应链解决方案,并以该案例为蓝本研究了一类零售虚拟企业模型的商业实践,讨论了这种模型对零售企业的管理优化和赢利模式的影响.案例研究结果表明,零售虚拟企业模型实现了零售商从出售商品到输出服务,以及从靠购销差价赢利到服务增值赢利的转型,促进了零售企业在较低成本下的良性互动发展.     

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

基于产品-服务离散过程,采用跨案例研究方法,从动态匹配视角探索不同组织情境下制造企业服务创新能力的构建及其实现路径.研究结果显示:企业资源/能力与环境的动态匹配有结构匹配和功能匹配两种模式;制造企业通过资源能力要素的不同组合与环境因素进行结构匹配和功能匹配以构建其服务创新能力,匹配过程的不同导致服务创新能力的异质性和序列效应;由于产品-服务离散程度的不同,制造企业服务创新能力可分为低离散性、融合型和高离散性3种类型.     

从面向合作伙伴到面向消费者的供应链转型——电商企业供应链双案例研究

现有供应链理论尽管讨论了企业间协同和消费者对供应链协同的影响,然而,在电商情境下,对以合作伙伴协同为主的供应链如何转型为面向消费者的供应链,及面向消费者与面向合作伙伴供应链的差异缺乏深入探讨。本文在战略更新理论和动态能力理论基础上,通过两家电商企业及其供应商从传统供应链转型为电商供应链的案例研究发现:(1)电商供应链转型存在重构式和渐进式两种战略更新模式,重构式转型主要通过资源获取形成能力重构,再通过能力重构实现供应链战略更新;渐进式转型主要通过资源整合实现能力拓展,再通过能力拓展实现供应链战略更新;(2)面向消费者与面向合作伙伴供应链协同的差异主要体现在核心价值、成本结构、协同主体和IT应用4个方面。这一研究将战略更新理论从单一企业视角扩展到供应链视角,提出了从面向合作伙伴到面向消费者的供应链战略转型理论框架,拓展了供应链转型的理论内涵,对中国企业在互联网进程中实现供应链转型具有理论指导和实践启示意义。     

基于产品技术链的发展中国家企业技术追赶研究

从产品视角,技术可以理解为由支撑终端产品发明和改进的关键技术环节构成的产品技术链,涵盖了主导设计(技术标准)、核心元件技术和产品架构技术3个技术环节.发展中国家企业技术追赶需经历由低端产品架构技术向高端主导设计(技术标准)发展的技术链构建,依次表现为终端产品的集成创新、核心元件的渐进式追赶和主导设计变迁的技术超越.通过一汽轿车、华录松下和大唐电信3个企业案例对技术链技术突破的3种模式进行了系统论证,将3个案例进行对比分析,印证了发展中国家企业只有建立完整的技术链才能真正实现技术追赶,而灵活运用基于外部技术获取的消化、吸收和再创新能加快技术链的发展.     

需求链管理理论的内涵与展望

需求链管理是适应需求链模式、以需求管理为核心的方法体系。在构建需求链的过程中,需求链上的领导企业将转型为需求领导型企业,其他各成员则需要具备柔性流程的关键能力,终端销售服务人员的信息管理则起到基础作用。     

知识经济背景下平台型企业构建过程中的迭代创新模式——基于动态能力视角的双案例研究

知识经济背景下,平台型企业的构建及其创新模式成为学界和业界关注的热点。然而现有研究忽略了从过程视角对于创新模式演化发展的探讨,也未能凸显平台型企业情境的差异性。运用案例研究方法,本文聚焦于两家平台型企业的构建过程,基于动态能力视角,探究平台型企业构建过程中的迭代创新模式演化问题。研究发现:平台型企业构建情境的不同促进形成两条迭代创新模式演化路径;"位势—过程—路径"的动态能力三维分析框架能够有效解析迭代创新"开发—测量—认知"的动态循环过程;迭代创新模式演化也会影响平台型企业的构建以及动态能力价值的实现。本文研究结论对于平台型企业创新模式演化的内在规律及其运营实践具有较好的理论和实践价值。     

数字化如何推动制造企业绿色转型？——资源编排理论视角下的探索性案例研究

数字化如何推动企业绿色转型已引起业界与学术界的关注,而其微观层面的内在驱动机理尚未厘清。本文基于资源编排理论,采用纵向单案例研究方法对数字化驱动制造企业绿色转型的阶段特征与内在机理进行了深入研究。研究发现：第一,制造企业的数字化过程经历了工具化向在线化、在线化向智能化、智能化向生态化演进的三次跃升,并推动企业实现了从绿色结构化到绿色能力化再到绿色杠杆化的绿色转型发展;第二,三次跃迁过程中制造企业数据资源的编排方式存在明显差异,不同数字编排方式下制造企业数字化对绿色转型的驱动表现为以数字基础推动绿色结构化、数字捆绑推动绿色能力化、数字撬动推动绿色杠杆化的推动过程,并形成了“特征—能力—行动”的内在驱动逻辑。本文发现了制造企业实现数字化转型的跃升演进规律,揭示了数字化助力制造企业绿色转型的内在机理,拓展并丰富了资源编排理论的研究情境与理论内涵,为后发企业在数字经济时代的绿色转型升级与路径提供启发与参考。     

产品后市场服务渠道选择:垂直式或网络化?

制造业服务化让企业将核心业务向服务领域延伸.在运营成本和服务能力的约束下, 为了给顾客提供高水平服务, 后市场服务可以由供应商自主提供, 或由第三方服务商提供, 由此分别形成了垂直式渠道和网络化渠道.针对这两种供应链渠道分别进行了建模优化, 通过对比两种供应链结构下的渠道服务水平、市场供给量和供应链上各成员的利润, 讨论了供应链的最优渠道结构选择.研究结果表明, 只要服务成本不变, 供应链的渠道结构不会改变服务水平.供应链最优的渠道结构由供应商与第三方服务商的服务成本差异决定, 只要第三方服务商的服务成本足够低, 供应商就应该选择服务外包和网络化渠道, 从而实现帕累托改进.     

A Resource‐Process Framework of New Service Development

Motivated by the increasing attention given to the operational importance of developing new services, this paper offers a theoretical framework that integrates both process‐ and resource‐oriented perspectives of new service development (NSD) by defining and organizing 45 practice constructs for NSD‐related practices and activities that occur in contemporary service firms. We employ a rigorous procedure whereby both quantitative and qualitative data were gathered through multiple rounds of interviews and card‐sorting exercises with senior service managers. This iterative refinement process helps ensure that the construct domains and definitions are consistent and that they are applicable across multiple service sectors. A primary contribution of this research is to provide precise operational definitions of theoretically important NSD practice constructs. Importantly, this study expands on the NSD literature by including both resource‐ and process‐centric perspectives within a single framework. A second contribution is to illustrate a general methodology for developing clear, concise, and consistent construct definitions that may be generally useful for production and operations management scholars interested in new construct development for emerging areas. Empirical results suggest that the resource‐process framework can help guide and organize future research on, and provide insight into, a more comprehensive view of new service development.     

The Influence of Service Orientation on B2B e‐Service Capabilities: An Empirical Investigation

E‐Services, or the company's portfolio of service offerings available to its customers through the Internet, are an emerging area of interest to operations management. Yet little is known about the operations and capabilities needed for provision of business‐to‐business (B2B) e‐services. This paper aims to make a contribution toward closing this gap. First, we develop a new construct of B2B e‐service capability, a term that captures a generic set of five interrelated and complementary dimensions: (1) e‐service recovery, (2) e‐customization, (3) ease of navigation, (4) service portfolio comprehensiveness, and (5) information richness. These combined operational abilities are associated with B2B service delivery, including its portal design, technology architecture, and mix of product and service offerings. They are posited to be necessary for delivering effective B2B e‐services. We also argue that, both service orientation (SO) and customer receptivity to technology, influence B2B e‐service capability. We empirically test a path model using structural equation modeling on a sample of 181 businesses that have deployed B2B e‐services. We find that the influence of SO on performance is not direct but rather mediated by the e‐service capability, a finding that holds for both goods producers and service providers. We suggest that a firm's SO may mitigate industrial customers' resistance toward conducting business online.     

平台服务和物流服务对网络商家信心的影响——商家信誉的调节作用

在电子商务平台中,商家日常经营所需的服务与传统零售业有所不同,主要包括平台服务和物流服务两种。商家信心决定着平台的生存发展,但尚未有文献从信心视角对平台服务和物流服务展开研究。本文使用3995位淘宝店铺经营者的调查数据,建立次序回归模型分析发现:平台服务和物流服务都对商家信心有正向影响;商家信誉具有调节作用,随着信誉等级的提高,平台服务对商家信心的影响逐渐增强;而信誉等级较低的商家信心更容易受物流服务影响。     

The influence of inter-firm relationships on the outcome of new service development: a study of Taiwanese convenience store industry

This article uses a comparative case study design to investigate how inter-firm relationships affect the outcome of new service developments (NSD). Empirical evidence comes from the development of two e-commerce services in the four dominant Taiwanese convenience store chains. This study found that the interdependence between case companies and fundamental suppliers tends to be characterised by high switching cost and accompanied with ownership for both service developments. In contrast, the interdependence between case companies and non-fundamental suppliers is based on valuable resources. Moreover, case companies cooperate with their suppliers (i.e. fundamental and non-fundamental) on the basis of trust created by previous cooperative experience, the supplier's good capability and contract in two service developments. In particular, this study found that interdependence (asymmetrical or mutual) and a higher level of trust between firms shortens the time required for NSD.     

虚拟顾客服务系统排队模型

通过对虚拟企业售后服务部门的顾客排队网络的分析 ,确定了一种顾客具有优先权的多级顾客服务排队模型 .以顾客满意度为条件计算出了稳定平衡状态下排队系统的主要指标 ,并从收益、成本和效率等方面建立了排队系统的优化问题 ,从而可得到服务部门最优基准服务能力 .基准服务能力的确定 ,对服务能力的有效安排和组织具有重要的指导意义     

网络环境下服务科学与创新管理研究展望

基于网络环境的服务发展与创新已成为经济发展的新引擎。本文在分析网络环境下服务特征基础上，探讨了其对服务科学与创新管理研究的影响。结合我国社会经济发展对现代服务快速增长的需求，本文提炼了服务科学研究的三类基本科学问题，包括服务价值的内涵与度量，服务资源的要素及其价值生成，和服务关系的界定与形成问题；提出了服务与创新管理的四个重要研究领域，即：服务生态系统的形成与演化，服务资源要素的组织与协调，服务的关联与融合和社会服务运作管理问题。在四个重要研究领域的进一步分析中，论文以一个异质数据服务资源的组织与融合为例，描述了服务资源组织与协调的一个具体问题，说明了已有研究方法解决该问题的困难，和未来该问题研究需要关注的重点；另以平台服务中基于价值和关系的服务定价问题为例，说明服务关联与融合研究的挑战及其未来研究的努力方向。     

从体验管理的角度透视中国大型购物中心——以世纪金源为例

Mall是未来5~10年零售业发展的主要趋势,现在已经在中国呈现出迅猛发展势头,但也出现很多问题。以Mall的本质特征为基础,从体验管理的角度出发,在目标顾客、战略定位、交通、商店布局、商店定位、环境和服务等方面对中国Mall中存在的营销和管理问题进行了深入的探讨,并以世纪金源为案例加以分析。结果表明有:造成上述问题的根本原因在于Mall的设计和管理者对其本质内涵及定位没有深刻的理解和把握,没有充分考虑中国消费者的消费习惯而盲目照搬国外模式,以及缺乏科学的管理团队。最后,根据分析结果和经济现状提出中国大型购物中心未来营运管理的方向及建议。     

New Service Development Competence and Performance: An Empirical Investigation in Retail Banking

What can service firms do to improve their ability to offer new services? In this paper we argue that new service development success results from building a competence in the management of service development resources and routines. We conceptualize new service development competence as a multidimensional, second‐order latent construct that is represented by a system of four interrelated and complementary dimensions: (1) formalized new service development processes, (2) market acuity, (3) new service development strategy, and (4) information technology use and experience. We hypothesize that the growth of new service development competence is related to improved new service development performance. Using structural equations modeling, we analyze survey data from 166 retail banks and report three key empirical findings. First, we show that the four hypothesized dimensions are statistically significant in defining new service development competence. Second, contrary to conventional wisdom in new product development, we find that formalized processes play a lesser role in the success of new service development compared with the other three dimensions. Instead, market acuity—which captures the firm's ability to see the competitive environment clearly and to anticipate and respond to customers' evolving needs and wants—was the most important new service development competence indicator. Finally, we demonstrate the positive effect of new service development competence on new service development performance and show that new service development competence is also significantly related to business‐level performance. Together, our empirical results suggest that complementary benefits arise from the adoption of a more holistic approach to the management of new service development at the program level.     

Operational Impact of Service Innovations in Multi‐Step Service Systems

Service quality is an important attribute that is used to characterize many service systems. In this study, we examine a service system with two consecutive steps that have shared resources. The service process consists of a base service (first step in the process) followed by a second step that adds additional value. We first look at a social surplus maximizing service provider (SP) who decides the optimal service capacity and re‐optimizes in response to changes in the speed of service of the first step due to local innovations. Our main objective is to explore using simple and stylized models, the effect on the service system of local innovations in step 1 that decrease this step's service times. We find that the effect of such innovations can sometimes lead to the worsening of certain critical service quality measures when SPs are monopolists. Next, using a model of competition, we find that this effect continues to hold in settings where SPs compete for arrivals. Our results have interesting consequences for many service systems and may help explain some of the unintended effects of service innovations reported in the literature.     

Assessing the Cost of Large‐Scale Power Outages to Residential Customers

Residents in developed economies depend heavily on electric services. While distributed resources and a variety of new smart technologies can increase the reliability of that service, adopting them involves costs, necessitating tradeoffs between cost and reliability. An important input to making such tradeoffs is an estimate of the value customers place on reliable electric services. We develop an elicitation framework that helps individuals think systematically about the value they attach to reliable electric service. Our approach employs a detailed and realistic blackout scenario, full or partial (20 A) backup service, questions about willingness to pay (WTP) using a multiple bounded discrete choice method, information regarding inconveniences and economic losses, and checks for bias and consistency. We applied this method to a convenience sample of residents in Allegheny County, Pennsylvania, finding that respondents valued a kWh for backup services they assessed to be high priority more than services that were seen as low priority ($0.75/kWh vs. $0.51/kWh). As more information about the consequences of a blackout was provided, this difference increased ($1.2/kWh vs. $0.35/kWh), and respondents' uncertainty about the backup services decreased (Full: $11 to $9.0, Partial: $13 to $11). There was no evidence that the respondents were anchored by their previous WTP statements, but they demonstrated only weak scope sensitivity. In sum, the consumer surplus associated with providing a partial electric backup service during a blackout may justify the costs of such service, but measurement of that surplus depends on the public having accurate information about blackouts and their consequences.