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摘要： 闫开宁就读于西安交通大学管理学院工业工程系，是香港理工大学的联合培养博士，主要研究方向包括制造业服务化、组织变革、服务创新、供应链管理、信息技术与社交媒体应用等。他的研究已发表于IEEE Transactions on Engineering Management、中国机械工程等期刊。
时间：11月14日（星期四）上午10:00-11:30
地点：哈工大科学园 2H 408室
讲座题目：Do organizational IT and social media facilitate servitization: The role of service-oriented corporate culture
讲座摘要：While customer loyalty is among the underlying reasons for servitized firms, the servitization-customer loyalty link is underexplored. In this study, informed by information processing theory and service operations literature, we study the servitization-customer loyalty link and explore the effects of organizational practices on the link. We characterize servitization as services supporting products (SSP) and services supporting clients’ actions (SSC), and conceptualize organizational practices as information processing capabilities comprising the use of different information technology (IT) tools, which include organizational IT (OIT) and social media (SM), and motivation, which is manifested in service-oriented corporate culture (Culture). Based on a sample of 207 Chinese manufacturing firms, we find that while servitization does not necessarily enhance customer loyalty, successful servitization implementation depends on proper combinations of IT tools and Culture. Specifically, the SSP-OIT-Culture interaction and SSC-SM-Culture interaction are positively associated with customer loyalty. Our findings not only challenge the conventional intuition that customer loyalty can be achieved by adopting servitization, but also explicitly show how to enhance customer loyalty by proper organizational practices, which provide new insights into servitization and information processing theory.
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