激发员工的创新行为,让员工参与到服务创新过程中是研究人员和服务企业共同面临的重要课题。而顾客参与有利于员工创造力的发挥,本文在对相关文献进行回顾与分析的基础上提出了顾客参与、顾客满意度和员工创新行为之间关系的理论假设模型。采用问卷调查法进行结构方程分析,得出实证结果包括:顾客参与对员工创新行为的影响;顾客满意度对员工创新行为的影响;创造性地将顾客满意度引入到顾客参与和员工创新行为之间的关系,发现了顾客参与影响员工创新行为的内在机理。为顾客行为和员工行为关系的研究提供了理论基础,并得到了一些具有实践价值的结果和启示。
Abstract
Innovative behavior stimulation for employee and employee involvement in the service innovation process are important tasks to researcher and service industry. And customer participation is benefit to employee creativity. Based on the correlative theoretical research and analysis on customer participation, customer satisfaction, and employee innovative behavior, a hypothesis model about these three variables is proposed. The data obtained via questionnaire is analyzed by Structure Equations Modeling (SEM). The results include that the impact of customer participation on employee innovative behavior, the impact of customer satisfaction on employee innovative behavior, customer satisfaction is creatively introduced into the relationship between customer participation and employee innovative behavior. And the internal mechanism involving the impact of customer participation on employee innovative behavior is found. The results not only provide a good base for follow-up research on customer behavior and employee behavior, but also present some practical results and enlightenment for organizations.
关键词
服务企业 /
顾客参与 /
员工创新行为 /
顾客满意度
Key words
service industry /
customer participation /
employee innovation behavior /
customer satisfaction
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基金
国家自然科学基金"多主体参与的服务创新模式及运作管理"(70772068,2007-01~2010-12)。
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