面对顾客需求以及经营环境的不断转变，传统的制造模式已无法在多变的市场环境中获得竞争优势，越来越多的制造企业通过服务化创新寻求新的市场机会，争取更多盈利空间，提升竞争能力。然而，在服务化实施过程中，如果新的业务无法满足顾客期望，反而会造成顾客流失，给企业带来负面影响。积极的质量管理实践可以帮助制造企业更准确地了解顾客需求，更好地控制业务交付过程，提高顾客感知质量。因此，本文聚焦制造企业服务化，探讨当前服务化背景下，企业的质量管理实践如何影响其绩效表现。具体研究内容与创新如下： 首先，基于代表服务化活动的关键词，对上市制造企业的信息发布数据进行文本分析和纵向研究，探索得到制造企业随时间演变的服务化模式实践特点。研究发现，服务化进程正在由产品导向型向使用和结果导向型不断深化，在这三种类型中各有其侧重发展的模式，并在服务化过程中存在多种运营挑战。从行业实践角度理解服务化推进过程，借助大数据驱动的方法为现有理论发展提供实践数据的支撑。 其次，在制造企业服务化的市场趋势下，面对服务化实施挑战，从运营视角思考质量管理对企业转型效果的保障作用。根据服务化由产品导向型向使用导向发展的主流特点，以我国装备制造企业为研究对象，结合服务化和质量管理实践的相关理论基础，建立了质量管理实践各要素与服务化绩效影响关系的模型，基于调研数据进行实证研究。研究结果表明：整体的服务导向氛围能够促进制造企业的服务创新能力，进而提升顾客反应方面的绩效；同时，质量管理实践中的基础实践类要素在服务导向与服务创新能力之间具有直接影响和中介作用，而质量管理实践中的核心实践类要素在创新服务获得绩效提升过程中起到调节作用。从企业行为角度揭示了制造企业服务化绩效实现过程中，质量管理各实践要素在不同阶段的作用机制。 最后，在制造服务化背景下，进一步探讨了作为企业质量管理实践重要结果的服务质量的内涵与测量，并检验了服务质量与绩效的直接关系。首先从顾客感知角度出发，经过量表开发、提纯及检验等研究步骤，以汽车企业的信息技术类服务为例，形成了多维度的服务质量测量量表；而后构建制造企业服务质量与绩效的关系模型，通过使用结构方程模型，验证了服务质量直接影响顾客的服务满意度和品牌满意度，进而影响其对企业的忠诚度表现。从服务化结果角度，构建了与传统服务不同的服务质量测量量表，形成兼具服务特性与产品属性的服务质量概念，并确认了制造服务化过程中的质量与绩效的关系。 关键词：制造服务化，质量管理实践，企业绩效，顾客感知，服务质量测量

 With the rapid changes in customer demands and business environment, the traditional manufacturing business model cannot gain advantages in the fierce market competitions anymore. In seeking more market opportunities, servitization comes into the sight of manufacturers since it increases the chance of enhancing their competitiveness and creating more profits. However, in the process of manufacturing servitization, if servitized manufacturers cannot meet customers’ expectation with high-quality services, customer loss will occur, which has negative impact on firm performance. Aiming at improving customer perception and enhancing customer satisfaction, quality management can help manufacturers to accurately understand customer needs and keep the reliability of their service delivery process. Therefore, with the trend of servitization, this dissertation focuses on relationships between quality management practices and performance of manufacturing servitization. The main studies and innovations are shown as follows: First, based on the keywords representing servitization practices, automated content analysis is adopted to analyze enterprises’ servitization practices longitudinally using their press release data. The development characteristics of servitization business model and the evolvement pattern are explored in this study. The analysis result shows that, the product-oriented service will be gradually replaced by the use- and resultoriented services, and each of these categories has its own most popular business model. Furthermore, with servitization deepening, there also arise various operational challenges. From the perspective of practices in industries, this study will provide practical data support for the development of servitization theories. Second, facing the growing servitization trends and challenges, this dissertation focuses on the guaranteed effect of quality management on servitization outcomes. With the background of the transforming trend from product-oriented service to use-oriented service, an empirical study is conducted based on theories on servitization and quality management using survey data from equipment manufacturers. By testing the hypotheses between different quality management practices (QMP) and servitization factors, it can be concluded that the overall service orientation of manufacturers will promote their service innovation ability, and then improve their customer-related performance. Furthermore, the QMPs have positive impacts on these relationships. Among them, the quality management infrastructure practices play mediating roles in promoting service innovation, and the core quality management practices play moderating roles in raising the performance. This study reveals the specific impacts of QMPs on different phases of achieving servitization performance from the perspective of the organization. At last, due to the increasing importance of service business, a study focusing on service quality provided by manufacturers is conducted to understand the meaning of service quality and its measurement in manufacturers, as well as its performance influences. From the perspective of customer perception, a service quality measurement scale on a kind of IT-related service provided by automobile manufacturers is built up. Six dimensions are identified in this measurement scale with the standard steps of measurement scale development, refinement and verification. In addition, the structural equation model is used to verify the impact of service quality on both service satisfaction and brand satisfaction, which in turn affects customer loyalty. This study develops a multi-dimensional scale for manufacturer’s service quality different from traditional services and helps to form the service quality concept of servitized manufacturers. It also confirms the relationship between such service quality and the firm performance. KEY WORDS: Manufacturing servitization, Quality management practices, Organization performance, Customer perception, Service quality measurement