制造商如何开发有效的客户解决方案? 被引量：17

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摘要为获取竞争优势与优异绩效,制造商逐渐由"以产品为中心"向"以服务为中心"转变,努力为客户提供解决方案。然而,现有研究未能从微观视角,对制造商如何开发客户解决方案的过程予以系统分析,也未探究其中的机制。因此,本研究对4家制造商开发不同类别解决方案的历程进行分析,以期发现制造商开发客户解决方案过程中蕴含的机制。研究发现:制造商开发有效的客户解决方案是一个复杂的动态过程,需要识别并捕获服务机会,重构配置服务资源,而成功的关键在于企业能否通过微观基础提升其动态能力,进而实现其服务能力的提升;然而,为了开发不同类别的客户解决方案,制造商会基于相同的微观基础,采取侧重点和方向性不同的行为举措,进而提升企业不同类别的动态能力与服务能力。

作者冯永春崔连广张海军刘洋许晖

机构地区天津财经大学商学院南开大学商学院华南理工大学工商管理学院

出处《管理世界》 CSSCI 北大核心 2016年第10期150-173,共24页 Journal of Management World

基金国家自然科学基金项目(71472097 71502065 71502160) 天津市哲学社会科学基金项目TJGL13-006(TJGL13-006)的资助

关键词解决方案动态能力微观基础制造商服务能力

分类号 F274 [经济管理—企业管理]

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