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The Influence of Servitization, Digitalization and Service Innovation on the Firm Performance of Manufacturing SMEs in the North of Thailand

 

 

 

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Received:
May 31, 2024

Revised:
July 22, 2024

Accepted:
July 30, 2024

 

Ploynutcha Dechasetsiri

Doctoral Candidate of Philosophy Program in Business Administration,

Faculty of Management Science, Pibulsongkram Rajabhat University

(Corresponding Author)

Dr.Tummatinna Seesupan

Assistant Professor of Doctor of Philosophy Program in Business Administration Department,

Faculty of Management Science, Pibulsongkram Rajabhat University

Dr.Prasittichai Narakorn

Associate Professor of Doctor of Philosophy Program in Business Administration Department,

Faculty of Management Science, Pibulsongkram Rajabhat University

 

 

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Keywords:
Servitization, Digitalization,
Service Innovation, Firm Performance, Smes,
Manufacturing Sector

ABSTRACT

The objectives of this research was to investigate the influence of servitization, digitalization, service innovation on the firm performances of manufacturing SMEs in the north of Thailand. It was a quantitative study using questionnaires to collect data from a sample of 422 respondents, analyzed using structural equation modeling.

The results showed that servitization had a direct positive influence on digitalization, service innovation, and customer service performance, but no direct influence on financial performance. Digitalization directly influenced service innovation but had no direct effect on performance measures. Service innovation had a direct positive influence on both financial and customer service performances. When considering indirect effect and total effect, the factors influenced financial performance the most were service innovation, servitization, and digitalization, respectively. All of the three factors can together predict financial performance by 10.70 percent. The factors influencing the customer service performance the most were servitization, service innovation, and digitalization, respectively. All the three factors are able to together predict customer service performance by 28.90 percent.

 

 

 

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