Customer orientation, services innovation and servitization of manufacturing

Abstract

The paper is based on prior literature, the influence of customer orientation on the service level of enterprises, as well as the intermediary effect of service innovation, in order to clarify the mechanism of customer orientation impact on the degree of service. Based on the survey data of 258 manufacturing enterprises in China, this paper uses the structural equation model and the test method of the medium effect to test the hypotheses. Empirical analysis results show that customer orientation degree of enterprise service has significant positive effect; service innovation degree of enterprise services have significantly improved function; relationship between the customer orientation, service level of service innovation has partial mediating effect.