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Does service-oriented manufacturing improve customer stability?

Ling Ou1

  • 1School of Business, Hunan Institute of Humanities, Science and Technology, China.

Heliyon
|September 9, 2024
PubMed
Summary
This summary is machine-generated.

Service-oriented manufacturing (SOM) enhances supply chain resilience by stabilizing customer relationships. This stability is long-lasting, with customer-support services proving more effective than supplier-focused services.

Keywords:
Service-oriented manufacturing (SOM)Stable customer relationshipSupply chain resilienceSupport the client's serviceSupport the supplier's product service

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Area of Science:

  • Operations Research
  • Supply Chain Management
  • Manufacturing Systems

Background:

  • Supply chain resilience is critical for business continuity.
  • Customer relationship stability is a key factor in supply chain resilience.
  • Service-oriented manufacturing (SOM) is an emerging strategy.

Purpose of the Study:

  • To investigate the impact of SOM on supply chain resilience.
  • To analyze the role of customer stability in this relationship.
  • To differentiate the effectiveness of various SOM structures.

Main Methods:

  • Empirical analysis using data from A-share listed manufacturing companies (2009-2022).
  • Statistical modeling to assess the relationship between SOM and customer stability.
  • Comparative analysis of different types of services within SOM.

Main Results:

  • SOM positively impacts customer relationship stability.
  • The positive effect of SOM on customer stability is durable.
  • Services supporting the customer (e.g., training) are more effective than those supporting the supplier's product (e.g., after-sales service).

Conclusions:

  • Implementing SOM enhances supply chain resilience through stable customer relationships.
  • Strategic selection of service types within SOM is crucial for maximizing customer stability.
  • Findings offer practical insights for supply chain management and industry integration.