基于客户需求的制造企业服务创新模型与策略研究

制造与服务的融合发展使基于客户需求的服务创新成为制造企业实现服务化转型和价值链升级的必然战略选择。将客户需求划分为产品导向需求、效用导向需求和服务导向需求，在此基础上，构建了包括客户需求挖掘与定位、服务创新资源评价、基于网络资源重组的服务创新、服务创新结果交付、服务创新成果巩固5个阶段及客户全程参与、沟通噪音消除两种支持活动的制造企业服务创新模型，并从营销、合同、定制化、合作网络和可持续发展5个方面给出了制造企业服务创新的具体策略。

Research on Service Innovation Model and Strategies of Manufacturing Enterprises Based on Customer Demand

Service innovation based on customer needs has become an inevitable strategic choice of manufacturing firms to realize servitization transformation and value chain upgrading under the fusion development of manufacturing and service . On the base of dividing customer demands into produce‐oriented ,utility‐oriented and service‐oriented needs ,it constructs a manufacturing enterprise service innovation model w hich includes five stages of customer needs mining and location , service innovation resource assessment ,service innovation netw ork resources restructuring ,service innovation results de‐livery ,service innovation consolidate and two support activities of customer communication involved in the whole process and noise elimination .It also gives the concrete service innovation strategies in five aspects of marketing ,contract ,custom‐ized ,network cooperation and sustainable development for manufacturing enterprises .