摘要：There is fi erce confl ict between theoretical research of servitization which
has high potential for manufacturing companies to build sustainable competitive
advantages and the practice of manufacturing companies which invest a lot in
servitization without getting the expected benefi t. This study aimed at fi lling the
aforementioned research gap to examine the relationship between servitization and
operational performance. In line with the focus of information and knowledge within
this study, we also examine the moderating eff ect of cross-function integration.
Based on the IMSS-IV database, we test these relationships. The results showed
the following: (1) The result suggests that service support products has a positive
impact on operational performance while the relationship between service support
clients’ actions and operational performance is U-shaped; (2) the relationship
between two types of service and operational performance is not moderated by
cross-function integration. This study contributes to the current literature and
practice on servitization and cross-function integration.
关键词：servitization; service support; operational performance; CrossFunction
Integration; social responsibility;
