服务一线员工创新行为:企业互动导向和顾客价值共创的驱动作用

发布时间：2018-03-16 04:32

本文选题：员工创新行为　切入点：互动导向　出处：《中山大学学报(社会科学版)》2017年02期 　论文类型：期刊论文

【摘要】：创新对于组织长期发展具有重要意义,服务开放系统中企业的创新往往需要一线员工的积极参与。从企业与顾客互动以及顾客价值共创的角度构建了员工创新行为的影响因素模型,以广东省8家国际旅行社门店的一线员工及其所服务的顾客为调研对象,采用实证研究方法对模型进行检验。对所收集的员工和顾客数据进行一对一配对处理,结构方程模型分析结果显示:员工感知的组织互动导向、顾客价值共创程度正向影响一线员工的顾客需求知识水平和员工创新行为;一线员工的顾客需求知识对员工创新行为产生显著的积极影响。其在理论和管理方面的启示是:为未来探讨价值共创提供了新的研究视角,有助于激发依赖于组织的互动导向、顾客价值共创程度和员工个人顾客需求水平的提升。
[Abstract]:Innovation is of great significance to the long-term development of the organization. In the open service system, the innovation of the enterprise often needs the active participation of the front-line staff. From the angle of the interaction between the enterprise and the customer and the creation of the customer value, this paper constructs the model of the influencing factors of the employee's innovation behavior. Taking the first-line staff of 8 international travel agencies in Guangdong Province and their customers as the research subjects, the model was tested by empirical research method. The data collected from the staff and customers were paired one-to-one. The results of structural equation model analysis show that: the organizational interaction orientation of employee perception, the degree of customer value creation positively affect the level of customer demand knowledge and employee innovation behavior; The customer demand knowledge of front-line employees has a significant positive impact on employee innovation behavior. Its theoretical and managerial implications are that it provides a new research perspective for exploring value in the future and helps to stimulate the interactive orientation that depends on the organization. The level of customer value creation and the level of individual customer demand.
【作者单位】：中山大学管理学院;中山大学服务性企业管理研究中心;广东财经大学地理与旅游学院;
【基金】：国家自然科学基金项目“服务型企业一线员工顾客需求知识(CNK)研究”(71172166);“价值共创视角下员工服务适应性行为研究:结构、形成机制及影响”(71302136) 广东省自然科学基金“客户知识分享的影响因素与作用研究——以高接触服务行业为例”(2014A030310317)
【分类号】：F274

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