员工-顾客认同、互动式替代学习与服务创新的机制研究  

Research on Mechanism of Employee-Customer Identification, Coactive Vicarious Learning and Service Innovation

作　　者：辛本禄[1] 王学娟[1] Xin Benlu;Wang Xuejuan(Business School of Jilin University,Changchun130012,China)

机构地区：[1]吉林大学商学院

出　　处：《技术经济》2019年第9期41-49,共9页Journal of Technology Economics

基　　金：教育部人文社会科学重点研究基地项目“基于权力范式的制度变迁理论研究”(15JJD790011)

摘　　要：知识与技术的快速迭代,使得服务业企业进行服务创新的挑战更加艰巨,员工对知识与技术类操作性资源的应用能力起到关键作用。基于社会网络理论与知识基础观理论构建研究知识密集型服务业企业服务创新的微观路径,对322个服务业企业问卷调查进行实证分析。研究结果表明员工-顾客认同对员工服务创新有正向影响,并可以通过员工的互动式替代学习影响服务创新;知识治理对员工-顾客认同与互动式替代学习的关系具有显著的调节效应。The rapid iteration of knowledge and technology makes it more difficult for service enterprises to carry out service innovation,and employees play a key role in the application of operational resources of knowledge and technology.Therefore,based on the social network theory and the knowledge base theory,this paper constructs and studies the micro path of service innovation of enterprises in knowledge-intensive service industry,and conducts an empirical analysis through the questionnaire survey of 322 service enterprises.The research results show that employee-customer identification has a positive impact on the service innovation of employees,and can affect the service innovation through employees’coactive vicarious learning.Knowledge governance has a significant moderating effect on the relationship between employee-customer identification and coactive vicarious learning.

关 键 词：服务创新 员工-顾客认同 互动式替代学习 知识治理 

分 类 号：F270[经济管理—企业管理]