客户参与下的服务型制造系统模型

摘要

客户参与的产品服务系统是服务型制造的一个显著特征。针对客户参与度对实施服务型制造的企业产品服务系统绩效难以度量的难题，以客户参与度为变量，构建了客户参与度与客户满意度、市场需求和企业利润的模型。通过分析表明：客户参与产品服务系统能在一定条件下提升客户满意度，实现市场需求和企业利润的增长；并可用平衡积分卡理论诠释四者之间相互支撑的逻辑关系，最后算例验证了上述模型和理论分析的科学与有效性。%One of the characteristics of service-oriented manufacturing is that the product service system involves customer participation .For a service-oriented manufacturing enterprise facing the problems of cus-tomer participation , it is difficult to measure the performance of product service system .With customer participation as a variable , models covering customer participation , customer satisfaction , market demand , and firm profit are constructed .Analysis shows that the customer participation can achieve customer satis-faction under certain conditions , leading to the improvement of market demand and firm profit .The logical relationship among customer participation , customer satisfaction , market demand , and corporate profit are interpreted by using the theory of the balanced scorecard .Finally , an example shows the validity and ef-fectiveness of the proposed model and theory .