知识交换能否提升旅游企业员工的服务创新行为?  

Will Knowledge Exchange of Employees in Tourism Enterprise Really Promote Service Innovative Behavior?

作　　者：余传鹏[1,2] 叶宝升 朱靓怡 YU Chuanpeng;YE Baosheng;ZHU Jingyi(Department of Tourism Management,South China University of Technology,Guangzhou 510006,China;Guangzhou Research Center for Innovation System of Large-scale Enterprise,Guangzhou 510641,China;School of Business Administration,South China University of Technology,Guangzhou 510641,China)

机构地区：[1]华南理工大学旅游管理系,广东广州510006 [2]广州市大型企业创新体系建设研究中心,广东广州510641 [3]华南理工大学工商管理学院,广东广州510641

出　　处：《旅游学刊》2020年第12期92-108,共17页Tourism Tribune

基　　金：国家自然科学基金面上项目“中国省域旅游业创新能力的空间格局、演化机制及其协调发展”(41671150)资助。

摘　　要：文章基于“刺激-反应”与“刺激-机体-反应”理论、学习型组织理论以及特征激活理论,引入吸收能力与领导成员交换关系变量,构建了知识交换影响旅游企业员工服务创新行为的单向度模型以及以吸收能力为核心的知识“接受-应用”二阶段模型。以珠三角地区344名旅游企业员工为研究对象,运用PLS-SEM工具对比分析了以上两个模型对旅游企业员工服务创新行为的解释力差异,并探讨了领导成员交换关系的权变效应以及不同类型旅游企业模型的跨群组差异。研究结果表明:(1)相比于单向度模型,知识“接受-应用”二阶段模型对于旅游企业员工服务创新行为的解释力更强。(2)潜在吸收能力与现实吸收能力在知识交换影响旅游企业员工服务创新行为的过程中起到完全中介作用,即在激发旅游企业员工服务创新行为的过程中,知识交换属于保健因素,对吸收能力的培养属于激励因素,保健因素通过激励因素起作用;实际效应分析结果表明:与机械式的知识接受与应用过程相比,能动式的知识接受与应用对于服务创新行为的促进效果更强。(3)领导成员交换关系负向调节潜在吸收能力与员工服务创新行为这一机械式知识应用过程,对于能动式知识应用过程的调节效应不显著。(4)跨群组比较分析表明:与景区和旅行社企业的员工相比,酒店员工知识交换通过吸收能力传导作用,进而提升服务创新行为的模型解释力更佳。The employees’service innovative behavior can help tourism enterprises win competitive advantage in market competition by innovating service ways,meeting the diversified service needs of customers,and increasing the perceived value of customers,thereby improving customer satisfaction and loyalty.In the context of knowledge economy,knowledge exchange among employees of tourism enterprises has become an important means of knowledge transmission.For example,employees can absorb tacit knowledge(involving personal service experiences and skills)through imitation and demonstration effect.Some researches believed that knowledge exchange can directly promote service innovative behavior.However,the service innovative behavior originated from knowledge transfer effect was not obvious,which means that the knowledge transfer rate in tourism service was low.Is the knowledge exchange of employees in tourism enterprises really able to promote service innovative behavior?What kind of internal mechanism of knowledge exchange affects service innovative behavior?Based on the views of stimulus-response,we first built a one-stage model that knowledge exchange directly affects service innovative behavior.Second,we constructed another two-stage model that potential absorptive capacity and realistic absorptive capacity play as mediation variables between knowledge exchange and service innovative behavior.Third,the moderation effect of leader-member exchange(LMX)following the trait-activation theory was explored and employees in three different kinds of tourism enterprises(namely tourism attractions,travel agencies and hotels)were employed to conducted multigroup analysis.Using a sample of 344 tourism employees from Pearl River Delta,the paper compared the mentioned different models by particularly checking their explained variance.partial least squares-structural equation modeling was employed to testify the models.The results show that:(1)The two-stage model considering the effect of knowledge acceptance and knowledge application in

关 键 词：服务创新行为 知识交换 吸收能力 领导成员交换关系 

分 类 号：F59[经济管理—旅游管理]