数字化对公益组织服务创新“双刃剑”作用与应对策略——基于山城志愿服务中心的案例研究  

Digitalization’s“Double-Edged Sword”Effect on Service Innovation of NPO and Coping Strategies—A Case Study Based on SCV

作　　者：蒋瑜洁 王志康 Jiang Yujie;Wang Zhikang

机构地区：[1]重庆大学公共管理学院

出　　处：《中国非营利评论》2023年第2期251-274,326,共25页China Nonprofit Review

基　　金：国家社会科学基金青年项目“中日地方政府提升企业技术创新能力的政策比较研究”(19CGL050)的阶段性成果。

摘　　要：数字技术能够帮助公益组织突破资源限制、实现服务创新,然而导入数字技术可能增加创新成本、阻碍服务创新,存在数字化悖论的困境。本文以山城志愿服务中心数字化动态发展过程为案例研究对象,旨在厘清数字化为公益组织服务创新带来的正面影响与负面挑战,并从组织与个体层面探索并尝试阐释公益组织应对数字化的双刃剑效应提升服务创新绩效的内在机理。本研究发现,随着数字化发展,在组织层面,公益组织能够改善资源情境,提升业务操作能力,但需要组织提升相应的资源协调能力;从个体层面讲,数字化在增加个体工作资源的同时也会提高工作要求。而组织层面共享型领导的形成和个体层面公共服务动机的提高是突破公益组织数字化的负面挑战、提升公益组织服务创新绩效的关键。本研究结论有助于理解与克服数字化悖论,对公益组织利用数字技术促进服务创新具有一定的指导意义。Digital technology can help NPOs break through resource constraints and realize non-profit service innovation.However,the introduction of digital technology may increase the cost of innovation and hinder service innovation.There is a dilemma of digital paradox.The purpose of this paper is to take the digital dynamic development process of Shancheng Volunteers as the case study object,to clarify the positive impacts and negative challenges of digitalization on service innovation of NPOs,and to explore and explain the mechanism of NPOs to cope with the double-edged sword effect of digitalization,improve the innovation performance of non-profit services from the organizational and individual levels.This study found that,with the development of digitalization,from the organizational level,NPOs can improve the resource situation and the business operation capacity but the organization needs to lift the corresponding resource coordination capacity;From the individual level,digitalization will increase individual work resources and also improve work demands.The formation of shared leadership at the organizational level and public service motivation at the individual level are one of the key factors to break through the negative impact of the digitalization of NPOs and individuals and improve the service innovation performance of NPOs.The conclusion of this study is helpful to understand and overcome the digital paradox,and has certain guiding significance for NPOs to use digital technology to promote non-profit service innovation.

关 键 词：数字化 共享型领导 公共服务动机 公益组织服务创新 双刃剑效应 

分 类 号：F49[经济管理—产业经济] D632.9[政治法律—政治学]