Heliyon (Aug 2024)
Does service-oriented manufacturing improve customer stability?
Abstract
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.
