关键词: 数智化, 制造企业, 服务创新决策, 声誉模型

Abstract: Service innovation in manufacturing enterprises is highly context-dependent. The rise of digital intellectualization not only provides fertile ground for such innovation but also complicates decision-making regarding optimal innovation levels. Considering that service innovation in this context is driven by both product support and relationship maintenance, and influenced by product intelligence and long-term supplier-customer interaction, while also exhibiting both firm-initiated and customer-incentivized characteristics, this paper uses a reputation model from principal-agent theory. By combining reputation-based incentives with customer reward incentives and aiming to maximize value co-creation between suppliers and customers, it constructs a dynamic contract model for service innovation in the context of digital intellectualization. The key findings indicate that under digital intellectualization, influenced by product intelligence and supplier-customer interaction, there exists an optimal level of service innovation for manufacturing enterprises. Future reputation effects and current customer rewards have comparable impacts on motivating optimal service innovation levels. To further stimulate customer-driven reward sharing, firms should focus on sharing customer data, maintaining brand reputation, and enhancing the perceived value of services. As supplier-customer cooperation deepens over time, the optimal level of service innovation evolves in a gradual and convergent manner. This paper analyzes the dynamic decision-making of service innovation levels in the context of digital intellectualization and offers theoretical insights for promoting the sustainable development of service innovation in manufacturing enterprises.

Key words: digital intellectualization, manufacturing enterprises, service innovation decision-making, reputation model