Publication Type

PhD Dissertation

Version

publishedVersion

Publication Date

4-2025

Abstract

The level of customer service, as an important tool for the differentiatedcompetition of small and medium-sized manufacturing enterprises, has reshaped the value creation model of these enterprises. With the rise of service-oriented manufacturing enterprises under the "manufacturing service- oriented" model, this is a business model that combines manufacturing andservices. It not only provides physical products but also offers related value- added services. This indicates that small and medium-sized manufacturingenterprises urgently need to enhance their digital capabilities in the digital age to achieve dynamic upgrades and further improve their customer service capabilities. High-quality customer service capabilities have put forward newrequirements for the digital capabilities of enterprises, prompting themtotransform from simple product providers to service providers offeringcomprehensive solutions through multiple dimensions such as digital resources, digital technologies, digital governance, digital learning, and digital responses. Through means such as customized services, value-added services, and intelligent services, Deepen the connection with customers and meet their diversified and personalized needs.

Given that in existing studies, there have been no discussions on whether and how the digital capabilities of small and medium-sized manufacturingenterprises affect their customer service capabilities, this study takes small and medium-sized manufacturing enterprises as the research object. Throughconcept definition and theoretical basis, literature review and researchcommentary, it sorts out the research basis of digital capabilities and customer service capabilities. Based on this, multiple case studies and empirical studies were carried out, and the main conclusions are as follows: By comparing four representative small and medium-sized manufacturing enterprises, it is foundthat digital capabilities such as digital resources, digital technologies, digital governance, digital learning, and digital response can indeed effectivelyenhance the customer service capabilities of enterprises. However, enterprises of different scales and in different industries will have different focuses on the dimensions of digital capability performance. (2) By using the structural equation model, it was confirmed that the digital capabilities of enterprises have a positive impact on customer satisfaction, customer loyalty and product innovation in several dimensions such as digital resources, digital technologyapplication, digital learning, digital governance and digital response, therebyimproving the customer service capabilities of small and medium-sizedmanufacturing enterprises. (3) The differences in the effects of enterprise scale on the digital capabilities of small and medium-sized manufacturingenterprises were examined. The research shows that in relatively large-scale enterprises, digital technology, digital governance and digital learning of small and medium-sized manufacturing enterprises can play a greater role in the level of customer service. In relatively small-scale enterprises, The digital capabilities, digital resources and digital technologies of small and medium- sized manufacturing enterprises can play a better role in the level of customer service.

Keywords

Small and medium-sized manufacturing enterprises, Customer satisfaction, Customer loyalty, Product innovation

Degree Awarded

Doctor of Business Administration (Accounting and Finance)

Discipline

Accounting | Strategic Management Policy

Supervisor(s)

GENG, Xuesong

First Page

1

Last Page

181

Publisher

Singapore Management University

City or Country

Singapore

Copyright Owner and License

Author

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