本文旨在讨论产品定制影响企业绩效的机制，并基于组织信息处理理论探讨相关关键因素在产品定制的“满意—成本”困境中所发挥的重要作用。利用中国沪深两市2015—2021年上市公司的相关数据，研究发现：产品定制会提高顾客满意度进而正向影响企业绩效，但也会增加企业运营成本进而负向影响企业绩效。此外，企业数字化水平会增强产品定制对顾客满意度的积极影响，也会增大产品定制对企业运营成本增加的影响；供应链整合虽无法增强产品定制对顾客满意度的积极影响，但会显著降低产品定制对企业运营成本增加的影响；企业库存周转率不仅会削弱产品定制对顾客满意度的积极影响，还会增大产品定制对企业运营成本增加的影响；内部关联交易会增大产品定制对企业运营成本增加的影响。

This article examines both positive and negative mechanisms of product customization on the performance of a company and explores the important role of related key factors in balancing the“satisfactioncost”dilemma of product customization based on the theory of processing organizational informationThe results show that product customization has a positive impact on the performance of a company by improving customer satisfaction, yet it also has a negative impact on the performance of a company by increasing operational costsIn addition, a high level of digitization in a company can enhance the positive impact of product customization on customer satisfaction, also it can also increase the impact of product customization on the increase of operating costsAlthough the integration of the supply chain cannot enhance the positive impact of product customization on customer satisfaction, it can significantly reduce the impact of product customization on the increase of operating costsInventory turnover will not only weaken the positive influence of product customization on customer satisfaction, but will also increase the influence of product customization on the increase of business operating costsBesides, internal connected transactions can only increase the impact of product customization on the increase of firm operating costs.