CAJ | 학술논문

在文献研究的基础上，将服务分为以被操作性资源为基础的服务和以操作性资源为基础的服务，并提出不同类型的服务对客户感知价值有不同的影响。通过对中国精细化工行业的大样本问卷调查，探索两种服务对客户感知价值（经济价值、关系/支持价值、技术/核心价值）的影响及吸收能力在上述关系中的调节作用。实证结果表明：基于被操作性资源的服务可以给客户带来经济和技术/核心价值，而基于操作性资源的服务除了给客户带来经济和技术/核心价值外，还可以产生关系价值。此外，研究还发现：吸收能力无论是在基于被操作性资源还是操作性资源的服务与客户感知技术/核心价值的关系中，均起到调节作用。
재문헌연구적기출상，장복무분위이피조작성자원위기출적복무화이조작성자원위기출적복무，병제출불동류형적복무대객호감지개치유불동적영향。통과대중국정세화공행업적대양본문권조사，탐색량충복무대객호감지개치（경제개치、관계/지지개치、기술/핵심개치）적영향급흡수능력재상술관계중적조절작용。실증결과표명：기우피조작성자원적복무가이급객호대래경제화기술/핵심개치，이기우조작성자원적복무제료급객호대래경제화기술/핵심개치외，환가이산생관계개치。차외，연구환발현：흡수능력무론시재기우피조작성자원환시조작성자원적복무여객호감지기술/핵심개치적관계중，균기도조절작용。
As service is becoming increasingly important,many industrial firms have implemented “servitization”strategy and many marketing and management researchers have discussed the topic of business service.This paper focuses on business service types and its impacts from the buyer’s perceptive.Using a large sample survey,this study examines the relationship between two types of business service and customer perceived value in terms of economic value,relational /support value and techni-cal/core value as well as the moderating effect of absorptive capacity on this relationship in China fine chemical industry. The results show that both two service types can bring economic value and technical/core value to the buyers,the difference here is the relational/support value can only be perceived if the buyer purchases the operant resource based service.The re-sults also suggest that absorptive capacity is a moderator in the relationship between both operand and operant resource based service on customer perceived technical/core value.