Nguyên lý quản lý doanh nghiệp theo định hướng trọng dịch vụ một nghiên cứu theo cách tiếp cận s d logic

ĐẠI HỌC QUỐC GIA TP HỒ CHÍ MINH TRƯỜNG ĐẠI HỌC BÁCH KHOA NGUYỄN VĂN TUẤN NGUYÊN LÝ QUẢN LÝ DOANH NGHIỆP THEO ĐỊNH HƯỚNG TRỌNG DỊCH VỤ: MỘT NGHIÊN CỨU THEO CÁCH TIẾP CẬN S-D LOGIC LUẬN ÁN TIẾN SĨ KINH TẾ TP HỒ CHÍ MINH - NĂM 2021 ĐẠI HỌC QUỐC GIA TP HỒ CHÍ MINH TRƯỜNG ĐẠI HỌC BÁCH KHOA NGUYỄN VĂN TUẤN NGUYÊN LÝ QUẢN LÝ DOANH NGHIỆP THEO ĐỊNH HƯỚNG TRỌNG DỊCH VỤ: MỘT NGHIÊN CỨU THEO CÁCH TIẾP CẬN S-D LOGIC Chuyên ngành: Quản trị kinh doanh Mã số chuyên ngành: 62340501 Phản biện độc lập 1: PGS TS Trần Hà Minh Quân Phản biện độc lập 2: PGS TS Hoàng Thị Phương Thảo Phản biện 1: PGS TS Võ Thị Ngọc Thúy Phản biện 2: TS Hồ Nhựt Quang Phản biện 3: TS Trương Thị Lan Anh NGƯỜI HƯỚNG DẪN: PGS TS LÊ NGUYỄN HẬU LỜI CAM ĐOAN Tác giả xin cam đoan cơng trình nghiên cứu thân tác giả Các kết nghiên cứu kết luận luận án trung thực, không chép từ nguồn hình thức Việc tham khảo nguồn tài liệu (nếu có) thực trích dẫn ghi nguồn tài liệu tham khảo quy định Tác giả luận án Nguyễn Văn Tuấn i TÓM TẮT LUẬN ÁN Luận án tiến sĩ thực nhằm đạt hai mục tiêu Mục tiêu thứ xây dựng thang đo cho Định hướng trọng dịch vụ (SDO) Mục tiêu thứ hai xây dựng kiểm định mơ hình nghiên cứu tiền tố hậu tố SDO SDO nguyên lý quản lý doanh nghiệp, chuyển hóa sở lý thuyết trọng dịch vụ SDL Để đạt hai mục tiêu đề ra, có hai nghiên cứu thực Nghiên cứu số (Study 1) thực để đạt mục tiêu thứ Nghiên cứu số (2) thực để đạt mục tiêu thứ hai Ở Nghiên cứu số 1, bước để xây dựng thang đo Định hướng trọng dịch vụ thực theo qui trình xây dựng thang đo đề xuất nhiều nhà nghiên cứu (Churchill, 1979; MacKenzie cộng sự, 2011; Netemeyer cộng sự, 2003) Một cách tổng quát, sau khái niệm hóa đề xuất thành phần SDO từ lược khảo nghiên cứu trước đây, nghiên cứu định tính thực kỹ thuật vấn sâu với nhà quản lý để kiểm chứng phù hợp SDO với thực tiễn quản trị Trên sở kết nghiên cứu định tính, với việc đối sánh với lý thuyết, 98 phát biểu tạo sinh tập biến quan sát ban đầu để đo lường cho SDO Tiếp tục đánh giá chuyên gia, phát biểu đạt độ giá trị nội dung lại sử dụng để thu thập mẫu liệu thứ (mẫu ước lượng) Phép phân tích nhân tố khám phá (EFA) khẳng định (CFA) triển khai để phân tích mẫu liệu ước lượng Kết phân tích cho thấy phù hợp cấu trúc thang đo SDO thành phần, so với cấu trúc thành phần thành phần Để thêm phần chắn cấu trúc thang đo SDO này, mẫu liệu thứ hai (mẫu kiểm chứng) thu thập cho mục đích tái kiểm định thang đo SDO Kết phân tích cho phép xác nhận thang đo gồm thành phần với 15 biến quan sát SDO Nói cách khác, mục tiêu xây dựng thang đo cho SDO hoàn thành Nghiên cứu số thực nhằm đề xuất kiểm định mơ hình lý thuyết tiền tố hậu tố SDO Do vậy, phương pháp nghiên cứu định lượng với cỡ mẫu lớn lựa chọn để tiến hành nghiên cứu Một mơ hình nghiên cứu xây dựng với tiền tố SDO Văn hóa đổi mới, Cam kết lãnh đạo DN SDO, Năng ii lực lãnh đạo DN hậu tố SDO Thành kinh doanh Thành đổi xây dựng Có tổng cộng 12 giả thuyết cần kiểm định với mơ hình nghiên cứu Trong đó, có giả thuyết mối quan hệ khái niệm nghiên cứu, giả thuyết vai trò điều tiết yếu tố ngành (sản xuất/dịch vụ) Kết kiểm định mơ hình nghiên cứu cho thấy mơ hình lý thuyết nghiên cứu phù hợp tốt với liệu thực tế Kết kiểm định mơ hình cấu trúc SEM vai trò quan trọng yếu tố thuộc đặc trưng DN gồm văn hóa đổi mới, lực lãnh đạo cam kết lãnh đạo DN SDO Cả yếu tố giải thích 70% biến thiên Định hướng trọng dịch vụ (SDO) Nói cách khác, yếu tố đặc trưng DN thúc đẩy 70% thực tiễn quản trị DN theo nguyên lý quản lý SDO Trong đó, văn hóa đổi cam kết lãnh đạo DN SDO tác động trực tiếp thúc đẩy thực tiễn quản trị theo SDO Trong khi, lực lãnh đạo DN vừa có tác động trực tiếp gián tiếp đến thực tiễn quản trị theo SDO Tổng mức độ tác động (gồm trực tiếp gián tiếp) lực lãnh đạo DN đến SDO cao Kết kiểm định xác nhận mối quan hệ có ý nghĩa thống kê SDO với hậu tố thành kinh doanh thành đổi Nói cách khác, SDO tác động tích cực đến thành kinh doanh thành đổi doanh nghiệp Đây hai dạng thành chiến lược quan trọng cho thành công doanh nghiệp Kết SDO nghiên cứu giúp giải thích 46% biến thiên thành kinh doanh doanh nghiệp Đây tỉ lệ đáng kể khả giải thích thành kinh doanh doanh nghiệp Phương pháp phân tích đa nhóm (multigroup analysis) SEM triển khai để kiểm định vai trò điều tiết yếu tố ngành (sản xuất/dịch vụ) mối quan hệ văn hóa đổi với SDO, SDO với thành kinh doanh SDO với thành đổi Kết kiểm định cho thấy mối quan hệ với DN sản xuất DN dịch vụ Nghiên cứu có đóng góp có ý nghĩa mặt lý thuyết thực tiễn Theo đó, đóng góp nghiên cứu đề cập sau Thứ nhất, nghiên cứu đóng iii góp mơ hình thang đo đo lường Định hướng trọng dịch vụ SDO Thứ hai, nghiên cứu xây dựng mô hình định lượng giải thích mối quan hệ tiền tố hậu tố với SDO Thứ ba, nghiên cứu có đóng góp thực nghiệm quan trọng cho phát triển lý thuyết trọng dịch vụ SDL Thứ tư, nghiên cứu góp phần ủng hộ lý thuyết nguồn lực tương tác Dựa vào kết nghiên cứu, hàm ý cho thực tiễn quản trị nhà quản lý doanh nghiệp đề cập Theo đó, thứ nhất, thành kinh doanh cải thiện doanh nghiệp áp dụng nguyên lý quản lý theo SDO Việc vận dụng tốt nguyên lý mang đến kết kinh doanh kết đổi tích cực cho doanh nghiệp, doanh nghiệp sản xuất hay doanh nghiệp dịch vụ Thứ hai, quản lý doanh nghiệp theo SDO cần đảm bảo trọng thành phần Giải pháp cho KH, Tương tác chủ động, Cơ chế mở cho tích hợp nguồn lực KH, Lợi ích chiến lược Thứ ba, để thúc đẩy thực hành quản trị theo SDO doanh nghiệp cần quan tâm đến yếu tố văn hóa đổi mới, lực lãnh đạo doanh nghiệp cam kết lãnh đạo doanh nghiệp SDO Mặc dù nghiên cứu đạt mục tiêu đề ban đầu có đóng góp tích cực mặt lý thuyết thực tiễn, cịn số hạn chế Do đó, gợi ý cho nghiên cứu để hoàn thiện phát triển nghiên cứu đề nghị Một phần nội dung nghiên cứu cơng bố tạp chí khoa học dạng báo khoa học Danh mục báo khoa học phần nội dung luận án đề cập chi tiết hai báo iv ABSTRACT There are two main goals of this doctoral dissertation Conceptualizing and measuring service-dominant orientation (SDO) is the first goal Proposing and testing antecedents and consequences of SDO in a research model is the second goal Service Dominant Orientation (SDO) is the term representing the operationalization of service-dominant logic perspective into practice To meet proposed two goals, two studies were conducted Study was conducted to meet the first goal Study was conducted to meet the second goal In Study 1, the steps to conceptualizing and measuring SDO were completed according to the procedure proposed by many researchers to developing scale of a construct (Churchill, 1979; MacKenzie et al., 2011; Netemeyer et al., 2003) Generally, after conceptualizing and proposing dimensions of SDO based on previous studies, the qualitative research was conducted by in-depth interviews with managers to confirm SDO with management practices On the basis of results of qualitative research, along with matching the literature review, 98 statements/items were generated as the initial pool items of SDO scale Items that reached content validity after in-depth interviews with experts were used to collect the first sample (estimate sample) Exploratory (EFA) and Confirmatory (CFA) factor analysis were deployed with this estimate sample The results identify four dimensions of the SDO scale, in compared with three and five dimensions To validating the structure of this SDO scale, a second sample (validate sample) was collected for the purpose of validating SDO scale The results confirm the scale of dimensions with 15 items of SDO In other words, the goal of conceptualizing and measuring SDO scale was accomplished Study was conducted to proposing and testing a theoretical research model of antecedents and consequences of SDO In this model, innovation culture, leadership competence, leadership commitment are antecedents, business performance and innovation performance are consequences A total of 12 hypotheses need to be testing with the research model In particular, there are hypotheses about the relationship between constructs, and hypotheses about moderate role of firm industry v (manufacturing/services) The result showed that the research theoretical model fits well with the actual data The results of testing the SEM indicate the important role of three antecedents that belong to the firm's characteristics, including innovation culture, leadership competence and leadership commitment Together, these three antecedents explain 70% of the variation of SDO In particular, the innovation culture and leadership commitment directly impact on SDO Meanwhile, leadership competence has both directly and indirectly impact on SDO That is, the total level of impact (including directly and indirectly) on SDO of leadership competence is quite high The results also confirm the significant relationship between SDO and the consequences such as business performance and innovation performance In other words, SDO has a positive impact on business performance and innovation performance These are two important strategic outcomes for firm success The SDO explains 46% of variation of business performance This is a significant percentage of interpreting business performance The multigroup analysis in SEM was deployed to testing the moderate role of firm industry (manufacturing/services) in the relationships between innovation culture and SDO, SDO and business performance, SDO and innovation performance The results show that these relationships are the same for manufacturing firm and service firm Thereby, it contributes to the generalization of the SDO scale that developed in this doctoral dissertation, as well as the service – dominant logic The study has made significant contributions both theoretically and practically Accordingly, the main contributions of the study are mentioned as follows Firstly, the study has contributed to the measurement of service – dominant orientation (SDO) Secondly, a quantitative model was proposed to explaining the relationships between antecedents and consequences of SDO Thirdly, the study has made important empirical contributions to the development of service – dominant logic Fourthly, this study contributes to theory of operant resources vi Based on the results of this study, implications for managers and firms were also mentioned Accordingly, firstly, business performance can be improved by implementing SDO The good implementation of SDO will improve business and innovation performance, regardless of manufacturing firm or service firm Secondly, implementation of SDO needs to focus on all dimensions: Solutions for customer, proactive interaction, Open mechanisms for resource integration, Strategic benefits Thirdly, to fostering SDO in a firm, it is necessary to consider antecedents such as innovation culture, leadership competence and leadership commitment Although study’s initial objectives were achieved and positive contributions in theoretically and practically were proposed, there are some limitations Therefore, suggestions for further studies have also been proposed A part of this study was published in the scientific journal in three scientific papers The list of scientific articles is presented in the later part of this dissertation vii LỜI CẢM ƠN Luận án tiến sĩ khơng thể hồn thành tơi khơng nhận hướng dẫn chuyên môn tận tâm động viên Thầy hướng dẫn; ủng hộ động viên đồng nghiệp, bạn bè gia đình; giúp đỡ nhiều cá nhân tổ chức Trước tiên, em xin gởi lời cảm ơn chân thành đến thầy hướng dẫn PGS.TS Lê Nguyễn Hậu Sự hướng dẫn chun mơn tận tình, với động viên lúc, kịp thời Thầy có giá trị vơ to lớn giúp em hoàn thành luận án Em xin bày tỏ lòng biết ơn sâu sắc đến Thầy hướng dẫn chun mơn khoa học công việc giảng dạy sống Trong suốt năm qua, dìu dắt, bảo, hướng dẫn tận tình Thầy, em học nhiều học có giá trị vơ quý giá Tôi xin gởi lời cảm ơn đến quý đồng nghiệp giảng viên Khoa Quản lý Công nghiệp – Trường ĐH Bách Khoa tạo điều kiện thuận lợi cho việc học tập nghiên cứu Quý đồng nghiệp BM Tiếp Thị - Quản lý Khoa Quản lý Công nghiệp, anh chị em Phòng Đào tạo Sau đại học, Trường Đại học Bách khoa dành cho nhiều lời thăm hỏi, góp ý, động viên chân thành nguồn động lực q giá giúp tơi hồn thành công việc giảng dạy luận án Lời cảm ơn xin gởi đến nhà quản lý doanh nghiệp hỗ trợ tơi hồn thành luận án Tôi xin cảm ơn bạn bè đồng môn nhóm nghiên cứu sinh, nhóm nghiên cứu mạnh chủ đề Đồng tạo sinh giá trị Thầy PGS TS Lê Nguyễn Hậu, Cô PGS.TS Phạm Ngọc Thúy, Thầy PGS.TS Nguyễn Mạnh Tuân Các bạn người thấu hiểu chia sẻ thứ với Sự động viên bạn giúp giải tỏa giảm bớt nhiều áp lực trình thực luận án Xin gởi lời cảm ơn đến người thân gia đình, Ba, mẹ, chị gái em trai đặt niềm tin ủng hộ suốt thời gian qua Đặc biệt gia đình nhỏ tơi Vợ ln ủng hộ nguồn động viên to lớn giúp Ba hồn thành cơng việc giảng dạy Trường ĐH Bách khoa học tập để hoàn thành luận án Xin trân trọng chân thành cảm ơn tất hướng dẫn, giúp đỡ, động viên quý giá! viii DANH MỤC CƠNG TRÌNH ĐÃ CƠNG BỐ Nguyễn Văn Tuấn & Lê Nguyễn Hậu (2019) Nguyên lý quản trị theo định hướng trọng dịch vụ, thành đổi thành kinh doanh doanh nghiệp Tạp 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