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

摘要： 制造企业服务创新具有较强的情境依赖性。数智化在为制造企业服务创新提供机遇的同时，也使其陷入创新水平决策难的困境。考虑到数智化情境下制造企业服务创新以产品支持和关系维护为导向，受产品智能化与供需长期交互的影响，且兼具企业自发与客户激励的双重特征，本文借助委托代理理论中的声誉模型，结合声誉激励与客户报酬激励，以供需双方价值共创最大化为目标，构建数智化情境下制造企业服务创新的动态契约模型，解析制造企业服务创新的最优水平决策机制及变化规律。研究结果表明：在数智化情境下，受产品智能化与供需交互的影响，制造企业服务创新存在一个最优水平；未来声誉效应与当期客户报酬对制造企业服务创新最优水平的激励程度相当；为增强客户报酬的激励作用，企业需重视与客户的长期合作、自身品牌形象的维护以及客户感知服务价值的提升；随着供需合作阶段的推进，制造企业服务创新最优水平呈现渐进增强与收敛式的发展规律。本研究揭示了数智化情境下制造企业服务创新水平的动态决策机制，为推动制造企业服务创新的可持续发展提供了理论借鉴。

关键词: 数智化, 制造企业, 服务创新决策, 声誉模型