群体公民行为与服务创新绩效的关系研究

发布时间：2018-06-28 23:44

本文选题：群体公民行为 + 服务创新绩效　；参考：《广西大学》2016年硕士论文

【摘要】：企业对高绩效目标的追求以及企业间愈发激烈的竞争,要求员工不仅能够完成基本的任务,还必须有更加卓越的行为,如积极主动、互助合作等。其中员工自发产生的、创新性的活动引起了人们的关注。Organ D. W及其同事在1983年对“组织公民行为”的首次明确定义,开启了关于公民行为的研究,至今国内外已取得了丰富的成果。随着研究深入,研究从个体层面转向组织和群体层面,群体公民行为逐渐成为了组织公民行为研究领域的热点。目前国内外对群体公民行为的研究多数针对其影响因素,对其结果变量的实证研究相对较少。已有的研究表明群体公民行为对工作绩效产生正向影响,故本文选取服务创新绩效作为结果变量,以组织内的工作团队作为研究主体,具体阐述群体公民行为对服务创新绩效影响机理。知识共享和组织承诺对创新绩效产生正向影响也在许多研究中达成共识。因此,本研究引入知识共享和组织承诺作为中介变量,在中国文化背景下研究群体公民行为与服务创新绩效的关系,期望能够为学术界和企业的管理提供一点帮助和借鉴。本研究在前人相关研究基础之上,构建了群体公民行为、知识共享、组织承诺与服务创新绩效测量量表,运用问卷调查的方式,考察了四个变量之间的两两关系。进而把他们纳入同一模型中,探讨了群体公民行为对服务创新绩效的作用机制,分析知识共享和组织承诺的中介作用。验证了群体公民行为及其各个维度与服务创新绩效显著正相关；群体公民行为及其各维度与知识共享显著正相关；知识共享整体及其各维度与服务创新绩效也是显著正相关。研究数据分析还显示组织承诺整体与服务创新绩效显著正相关,但其中持续承诺维度对服务创新有正向但不显著的影响；知识共享、组织承诺在群体公民行为与服务创新绩效之间起中介作用。最后针对研究的结论对服务企业管理者提出了几点对策性的建议：建立以员工为中心的企业文化和规章制度；培育包容开放、沟通和创新的企业氛围；建立公平有效的激励分配制度；建立多元化的知识共享有效激励制度以及充分发挥学习型组织的作用等。
[Abstract]:The pursuit of high performance goals and the increasingly fierce competition among enterprises require employees not only to complete basic tasks, but also to have more outstanding behavior, such as initiative, mutual assistance and cooperation. Among them, the spontaneous and innovative activities of employees have attracted attention. Organ D.W and his colleagues first defined "organizational citizenship behavior" in 1983, which opened up the research on citizenship behavior. Up to now, rich achievements have been made at home and abroad. With the deepening of the research, the research from the individual level to the organizational and group level, group citizenship behavior has gradually become a hot spot in the field of organizational citizenship behavior. At present, most of the researches on group citizenship behavior are focused on its influencing factors, and the empirical research on its outcome variables is relatively few. Previous studies have shown that group citizenship behavior has a positive impact on job performance, so this paper chooses service innovation performance as the result variable, and takes the work team in the organization as the main body of the study. The influence mechanism of group citizenship behavior on service innovation performance is expounded in detail. Knowledge sharing and organizational commitment have a positive impact on innovation performance. Therefore, this study introduces knowledge sharing and organizational commitment as intermediary variables to study the relationship between group citizenship behavior and service innovation performance in the context of Chinese culture, hoping to provide some help and reference for the management of academia and enterprises. On the basis of previous studies, this study constructed a measurement scale of group citizenship behavior, knowledge sharing, organizational commitment and service innovation performance, and investigated the relationship between the four variables by means of questionnaire. Then they are included in the same model, and the mechanism of group citizenship behavior on service innovation performance is discussed, and the intermediary role of knowledge sharing and organizational commitment is analyzed. It is verified that group citizenship behavior and its dimensions are significantly positively correlated with service innovation performance; group citizenship behavior and its dimensions are significantly positively correlated with knowledge sharing; knowledge sharing as a whole and its dimensions are also significantly positive correlation with service innovation performance. Data analysis also shows that the overall organizational commitment is significantly positively correlated with service innovation performance, but the dimension of continuous commitment has a positive but no significant impact on service innovation. Organizational commitment plays an intermediary role between group citizenship behavior and service innovation performance. In the end, the author puts forward some suggestions to the managers of service enterprises: to establish the enterprise culture and rules centered on employees, to foster the enterprise atmosphere of tolerance, openness, communication and innovation, and finally to put forward some suggestions to the managers of the service enterprises in the light of the conclusions of the study. To establish a fair and effective incentive distribution system, to establish a diversified knowledge sharing effective incentive system and to give full play to the role of learning organizations, and so on.
【学位授予单位】：广西大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F272.92

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