Ou Ling
School of Business, Hunan Institute of Humanities, Science and Technology, China.
Heliyon. 2024 Aug 13;10(16):e36198. doi: 10.1016/j.heliyon.2024.e36198. eCollection 2024 Aug 30.
Stabilizing customer relationships plays an important role in improving supply chain resilience. Based on a sample of A-share listed companies in the manufacturing industry from 2009 to 2022, this work investigates the impact of SOM(service-oriented manufacturing) on supply chain resilience from the perspective of customer stability. The results showed that SOM has a positive impact on customer relationship stability, indicating that manufacturing enterprises carrying out SOM can improve customer relationship stability, and this stable relationship is long lasting. Analysis of service-oriented manufacturing structure reveals that service that supports the supplier's product (e.g., after-sale services) is less effective in promoting customer relationship stability than service that supports the customer (e.g., training service). This study theoretically expands the research on the allocation of enterprise resources among supply chains, promotes the deep integration of modern service industry and advanced manufacturing industry, and provides experience for implementation of relevant decision-making and deployment of supply chain security and stability in practice.
稳定客户关系对提高供应链弹性起着重要作用。基于2009年至2022年制造业A股上市公司样本，本研究从客户稳定性角度考察了服务型制造对供应链弹性的影响。结果表明，服务型制造对客户关系稳定性有积极影响，即开展服务型制造的制造企业能够提高客户关系稳定性，且这种稳定关系具有持久性。对服务型制造结构的分析表明，支持供应商产品的服务（如售后服务）在促进客户关系稳定性方面不如支持客户的服务（如培训服务）有效。本研究在理论上拓展了供应链中企业资源配置的研究，推动了现代服务业与先进制造业的深度融合，并为实践中相关决策的实施以及供应链安全稳定的部署提供了经验。
