摘要
随着市场竞争的日益激烈以及顾客对差异化服务的追求日益强烈,员工如何通过提供创新性的服务来提升服务质量和顾客满意度,成为国内外研究者关注的焦点。过往研究多从单一视角考虑服务创新行为的影响因素,而少有对多因素联合作用的考察。本文基于AMO理论框架,整合个体与情境因素,运用fs QCA方法 ,挖掘驱动员工产生高/非高服务创新行为的复杂因果机制。研究发现:(1)单一前因条件不能构成员工产生高或非高服务创新行为的必要条件,但和谐工作激情在驱动员工产生高服务创新行为中发挥着较普适的作用;(2)存在6条驱动员工产生高服务创新行为的路径,且呈现领导支持型能力驱动、领导支持型激情驱动、工作自主型激情驱动3种类型;(3)4条路径可驱动员工产生非高服务创新行为,包括能力欠缺型、机会缺乏型、激情不足型3种类型。本文的研究结果有助于加深对多因素联动影响员工服务创新行为的复杂因果机制的理解,为企业激发员工的服务创新行为提供有益的启示。
With the increasingly fierce competition in the market and the growing pursuit of differentiated services by customers, how employees can improve service quality and customer satisfaction by providing innovative services has become a focus of attention for researchers at home and abroad. Based on the AMO theoretical framework, individual and situational factors are integrated and the fsQCA approach is applied to uncover the complex causal mechanisms driving employees to produce high/non-high service innovative behavior. It was found that(1) a single antecedent condition cannot constitute a necessary condition for employees to generate high or nonhigh service innovative behavior, but harmonious work passion plays a more universal role in driving employees to generate high service innovative behavior.(2) Six paths can drive employees to generate high service innovative behavior, including ability-driven under the leadership support context, passion-driven under the leadership support context, and passion-driven under the job autonomy context.(3) Four paths can drive employees to develop nonhigh service innovative behavior, including ability deficiency type, opportunity deficiency type, and motivation deficiency type. The findings of this paper help to deepen the understanding of the complex causal mechanism of multifactor linkage influencing employees' service innovative behavior, and provide useful insights for enterprises to induce employees' service innovative behavior.
作者
马苓
张诗琪
赵曙明
苏晓闪
Ling MA;Shiqi ZHANG;Shuming ZHAO;Xiaoshan SU(School of Economics&Management,Hebei University of Technology,Tianjin 300130;School of Business,Nanjing University,Nanjing 210093)
出处
《中国人力资源开发》
CSSCI
北大核心
2024年第5期20-35,共16页
Human Resources Development of China
基金
国家自然科学基金重点项目(71832007)
河北省创新能力提升计划软科学研究专项项目(23557632D)。
关键词
员工服务创新行为
AMO理论
组态分析
QCA方法
Employee Service Innovative Behavior
Ability-Motivation-Opportunity Theory
Configurational Analysis
QCAApproach
