제조 기업의 서비타이제이션: ICT 기술 기반의 서비스 혁신을 중심으로

Traditional manufacturing firms have continued to operate with a focus on cost reduction and the gap in manufacturing technology among the firms is decreasing. It brings a blur of differentiation between products. In this paradigm, manufacturing firms require a business strategy to take competitive advantage in the market and the servitization of the manufacturing industry maximizes the efficiency of resources and effectively satisfies customer needs. In order to achieve a monopoly advantage in a rapidly changing market environment, service innovation of manufacturing firms based on servitization is not an option but an essential innovation activity. This study examines internal and external resources and capabilities that affects absorptive capacity and service innovation performance. External factors of a firm consist of customer interaction, partner interaction, and dynamic environment, and internal factors consist of ICT technology resources, internal activity, and absorptive capacity. The research hypothesis and model were established on the relationship between the internal, external factors and service innovation performance. As a result of the analysis, first, the customer and partner interactions set as an external factor of the firm have positive effects on the absorptive capacity, but the dynamic environment did not. Second, the ICT technology resources, an internal factor of a firm, have a positive effect on the absorptive capacity, but the internal activity did not have a significant effect. Third, the absorptive capacity positively affects on the service innovation performance. These research results have the theoretical and practical implications of business management. First, in terms of servitization perspective on the manufacturing firms, researchers improved their understanding of antecedent factors at a strategic level by reconstructing the relationship between internal and external resources and capabilities that affect absorptive capacity and service innovation performance. Second, it is expected to provide practical guidelines for the utilization of firm’s resources and capabilities that bring about improvement in service innovation performance to innovation managers of mid-sized and large enterprises who want to promote the servitization. Based on the results, we discuss the limitation and fut rue research at the end of the paper.