顾客授权行为对酒店员工服务创新的影响及作用机制  

The Impact of Customer Empowering Behaviors on Hotel Employee Service Innovation and Its Mechanism

作　　者：邓昕才[1] 韩月 李成雪 郭功星[2] DENG Xincai;HAN Yue;LI Chengxue;GUO Gongxing(School of Economics and Management,Guizhou Normal University,Guiyang 550001,China;School of Business,Shantou University,Shantou 515063,China)

机构地区：[1]贵州师范大学经济与管理学院,贵州贵阳550001 [2]汕头大学商学院,广东汕头515063

出　　处：《旅游学刊》2022年第11期116-129,共14页Tourism Tribune

基　　金：国家自然科学基金青年项目“中国接待业情境下顾客授权行为的内涵、成因与后果:赋能与负担”(72102135);教育部人文社会科学研究青年基金项目“西部科技型中小企业创新绩效的柔性驱动力:一项多层次、多方法的追踪研究”(20YJC630014);教育部人文社会科学研究规划基金项目“激励还是负担?顾客授权行为对服务员工的双刃剑效应研究”(21YJA630020);广东高校省级重大科研项目“潮汕文化与区域经济发展研究”(2020WCXTD022);广东省振兴科技基金会公募项目“文旅融合助推潮汕乡村振兴”(粤兴基金会[2022]33号);贵州省教育厅自然科学研究项目“愿景赋能型领导的成因、特征与对组织创新的影响机制:基于西部科技型中小企业的跨层次追踪研究”(黔教合KY字[2021]292)共同资助。

摘　　要：文章聚焦酒店服务接触过程中顾客端的授权行为,以资源保存理论为基础,探讨顾客授权行为对酒店一线员工服务创新的影响及其具体的作用机制。通过对多时点、多来源收集的373份酒店一线服务员工-主管配对数据的分析,结果表明:顾客授权行为对员工服务创新具有显著的正向影响,工作繁荣在顾客授权行为和员工服务创新之间发挥着部分中介作用;组织支持感不仅正向调节顾客授权行为对员工工作繁荣和服务创新的直接影响,同时还会增强顾客授权行为通过工作繁荣对员工服务创新的间接影响。该研究在一定程度上拓展了顾客授权行为对员工服务创新作用机制的研究视角,同时也为酒店服务业管理者如何更好激发一线员工的服务创新提供了有益借鉴。Recently, increasingly fierce competition among service enterprises and personalized customer demands has advanced new requirements for service innovation. As a source of innovative ideas and major executors of service innovation, the service innovation of frontline employees has attracted wide attention from both enterprises and academia. Existing studies on employee service innovation focus on personal, leadership, and internal organization factors, ignoring the possible influence of external organization factors such as the impact of customers on employee service innovation. Therefore, based on the conservation of resources theory, this study introduces thriving at work and perceived organizational support into the mechanism of the relationship between customer empowering behaviors and service innovation. Furthermore, it builds a three-stage moderated mediating model with thriving at work as the mediator and perceived organizational support as the moderator variable.In this study, we collected 373 paired data from frontline service employees and their direct supervisors in 3 waves to reduce common method variance. The research results show that customer empowering behaviors have a significant positive effect on employee service innovation, and perceived organizational support plays a positive moderating role in this process. Thriving at work partly mediates the relationship between customer empowering behaviors and employee service innovation.In addition, perceived organizational support not only has a positive moderating effect on the relationship between customer empowering behaviors and thriving at work but also further moderates the indirect effect of customer empowering behaviors on employee service innovation via thriving at work. That is, the higher perceived organizational support is, the stronger is the positive effect of customer empowering behaviors on service innovation via thriving at work.The theoretical contributions of the study are as follows. First, it extends the antecedents of employee serv

关 键 词：顾客授权行为 工作繁荣 组织支持感 服务创新 酒店业 

分 类 号：F59[经济管理—旅游管理]