隐性知识共享行为对酒店员工服务创新行为的影响研究

发布时间：2018-10-18 11:05

【摘要】：服务经济在国民经济中占的比例越来越高，越来越多的企业认识到了将知识、技术发展与创新结合起来的重要性与必要性。对酒店这种典型的服务性企业而言，服务产品易模仿、不受专利保护等特性要求酒店必须通过持续不断的服务创新来保持或者增加持续竞争力，而服务生产与消费的同时性又决定了与顾客面对面接触的一线员工是酒店服务创新的主要来源。同时，随着知识经济时代的到来，知识和信息成为了企业实现创新发展的重要驱动力，，而隐性知识构成了企业知识系统的主体内容。酒店如何管理一线员工所掌握的隐性知识并利用其促进员工的服务创新行为成为了酒店知识管理研究的重要课题。本研究在国内外已有文献的研究基础之上，以“隐性知识共享”为切入点，以8家高档酒店的一线员工为调查对象，探讨了隐性知识共享行为与服务创新行为之间的关系和影响路径，以期为酒店服务创新提供一个新的视角。通过实证分析，本研究得出以下主要结论： 1.隐性知识共享行为前因变量的构成主要包含隐性知识共享态度、隐性知识共享动机和隐性知识共享环境三个维度，且这三个维度均对员工隐性知识共享行为有显著的正向预测作用； 2.隐性知识共享行为对服务创新行为的两个阶段具有显著正向预测作用； 3.多元回归分析表明，隐性知识共享行为对员工服务创新构想执行的影响不完全通过服务创新构想产生的中介效应来达到； 4.探讨了一线员工的人口统计学特征在各个研究变量上的差异性,其中性别和教育程度在研究变量上产生了显著的差异性。本研究最后根据研究结果，站在隐性知识共享的角度提出了有助于酒店激发一线员工服务创新行为的隐性知识管理措施，主要包括：转变酒店管理者隐性知识管理的态度、构建酒店一线员工隐性知识管理体系等。论文的结尾回顾了研究的局限，并对未来的研究方向做了展望。
[Abstract]:The proportion of service economy in the national economy is higher and higher. More and more enterprises realize the importance and necessity of combining knowledge, technology development and innovation. For a typical service enterprise such as hotel, the service product is easy to imitate and not subject to patent protection and other characteristics require that the hotel must maintain or increase its sustained competitiveness through continuous service innovation. At the same time, service production and consumption decide that the front line staff who contact with customers face to face is the main source of hotel service innovation. At the same time, with the coming of knowledge economy era, knowledge and information become the important driving force for enterprises to realize innovation and development, and tacit knowledge constitutes the main content of enterprise knowledge system. How to manage the tacit knowledge and promote the service innovation of hotel staff has become an important subject in hotel knowledge management. On the basis of the existing literature at home and abroad, this study takes "tacit knowledge sharing" as the breakthrough point, and takes the front-line staff of 8 high-grade hotels as the objects of investigation. This paper probes into the relationship between tacit knowledge sharing behavior and service innovation behavior and its influence path in order to provide a new perspective for hotel service innovation. Through empirical analysis, this study draws the following main conclusions: 1. The composition of predependent variables of tacit knowledge sharing behavior mainly includes three dimensions: tacit knowledge sharing attitude, tacit knowledge sharing motivation and tacit knowledge sharing environment. And these three dimensions have significant positive predictive effect on employees' tacit knowledge sharing behavior; 2. Tacit knowledge sharing behavior has significant positive predictive effect on the two stages of service innovation behavior. 3. Multiple regression analysis shows that the impact of tacit knowledge sharing behavior on the implementation of employee service innovation concept is not completely achieved through the intermediary effect of service innovation concept; 4. This paper discusses the differences of demographics characteristics of front-line employees in various research variables, in which gender and education level have significant differences in the study variables. Finally, according to the research results, this paper puts forward the tacit knowledge management measures which can help the hotel to stimulate the service innovation behavior of the first-line staff from the perspective of tacit knowledge sharing, including: changing the attitude of hotel managers' tacit knowledge management. Construct the hotel front line staff tacit knowledge management system and so on. At the end of the paper, the limitations of the research are reviewed, and the future research direction is prospected.
【学位授予单位】：华侨大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272.92;F719

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