制造企业向服务商转型的服务延伸过程与核心能力构建——基于陕鼓的案例研究

摘要

As an exploratory study, this paper explores the process of service development of Shangu and the core capabilities development during the process of strategic change. The case study results indicate that a manufacturer may experience an incremental pattern from product-based services to services based on customer actions. And during the above process, it will develop the technologybased capability, and capability of integrating all resources. Our results may not only enrich service theory, but also provide practical suggestions for Chinese manufacturers.%作为一项探索性案例研究,从时间纵向发展角度探讨了陕鼓从制造商向服务商转型过程中的服务模式延伸路径,以及相应的核心能力构建.案例研究结果表明,制造企业向服务商转型过程中,企业会依次经历基于产品的增值服务、基于顾客行为服务的渐进式发展模式.在该渐进式模式中,企业逐渐构建以领先技术为基础的核心能力、整合企业内外部资源的核心能力等,而且服务模式延伸与核心能力构建之间是紧密的协同关系.