价值驱动视角下制造企业服务创新能力的构建机制——基于艾默生网络能源(中国)的案例研究

服务创新能力是一种基于服务机会识别与开发的价值创造能力,也是制造企业应对动态市场环境,提升服务质量和服务效率,构建、提高与维持竞争优势的有效路径。现有服务创新能力的研究主要从企业内部运营与网络嵌入视角探讨服务产品和服务流程的创新,很少涉及制造企业的服务创新能力及其构建机制。本文从价值驱动视角,运用案例研究方法,通过对艾默生网络能源(中国)的案例分析,基于人力资本、关系资本和结构资本三个价值驱动要素探讨制造企业如何实现服务创新能力的构建。研究结果显示,在人力资本、关系资本和结构资本的共同驱动下,制造企业通过组织学习、网络嵌入和资源匹配构建其服务创新能力,且驱动因素在企业生命周期的不同阶段具有动态变化性。

Building Mechanism of Service Innovation Capability of Manufacturers from the Perspective of Value Driving: A Case Study on Emerson Network Power(China)

Service innovation capability is a value-creating capability based on identifying and developing service opportunities, and it also acts as an effective route to responding to dynamic market, improving service quality and efficiency, and building, enhancing and sustaining competitive advantages. Current literature concerning service innovation mainly explores the innovation of service products and service procedures from the perspectives of internal business operations and network embeddedness; however, the service innovation capability of manufacturers and its building mechanism is rarely touched upon. From the perspective of value driving, this paper conducts a case study of Emerson Network Power（China）to explore how manufacturers build their service innovation capability through three key value driving factors, namely, human cap- ital, relationship capital and structure capital. It finds that under the co-driving of human capital, relationship capital and structure capital, manufacturers build their service innovation capability through organizational learning, network embeddedness and resource matching; and the driving factors undergo dynamic changes throughout different stages of the life cycle of manufacturers.