企业-工会耦合关系对一线员工服务创新的影响研究  

Impact of Enterprise-Union Coupling Relationship on the Service Innovative Behavior of Frontline Employees

作　　者：路文玲 胡恩华[1] 单红梅 LU Wen-ling;HU En-hua;SHAN Hong-mei(School of Economics and Management,Nanjing University of Aeronautics and Astronautics,Nanjing 211106,China;School of Management,Nanjing University of Posts and Telecommunications,Nanjing 210003,China)

机构地区：[1]南京航空航天大学经济与管理学院,南京211106 [2]南京邮电大学管理学院,南京210003

出　　处：《研究与发展管理》2025年第1期139-151,共13页R&D Management

基　　金：国家自然科学基金重点项目“中国企业—工会耦合关系理论构建与管理策略研究”(72032002);国家自然科学基金面上项目“企业—工会耦合关系对平台企业灵活就业人员多焦点承诺的影响机制研究”(72272079);江苏省社科基金重点项目“新就业形态劳动者服务保障机制的形塑过程、驱动路径与政策研究”(24GLA002)。

摘　　要：随着客户需求的日益多元化与个性化,一线员工的服务创新水平已成为满足客户需求、促进企业可持续发展的重要基础。然而,当前服务企业中的一线员工主要依赖既定的服务规则提供服务,缺乏主动创新的动机。基于动机性信息加工理论构建了企业—工会耦合关系(enterprise-union coupling relationships,EUCR)对一线员工服务创新跨层次影响的理论模型,利用63家服务企业管理者及其491名一线员工的两阶段配对数据进行跨层次回归分析。结果表明:EUCR对一线员工服务创新具有显著正向影响,并且这一作用能够超越企业管理实践的单一影响;EUCR通过表征认知动机的和谐创新激情和表征社会动机的客户观点采择对一线员工服务创新产生影响;和谐创新激情能够强化一线员工对客户需求信息的加工深度,从而正向调节客户观点采择在EUCR与服务创新关系中的中介作用;客户观点采择能够为具有和谐创新激情的一线员工扩展信息搜索范围,从而正向调节和谐创新激情在EUCR与服务创新关系中的中介作用。研究结论丰富了一线员工服务创新的理论基础,为企业促进一线员工服务创新提供了新的路径。With the increasingly diverse and personalized demands of customers,the service innovation of frontline employees has emerged as an essential foundation for fulfilling customer needs and promoting sustainable development of enterprises.However,currently,frontline employees primarily rely on predefined service rules to provide services,demonstrating a lack of initiative for innovation.Drawing on the motivational information processing theory,it constructed a theoretical model of the cross-level effect of enterprise-union coupling relationships(EUCR)on frontline employees’service innovative behavior.Cross-level regression analysis was conducted based on two-stage matched data from 63 service enterprise managers and 491 frontline employees.The results indicate that:EUCR exert a significant positive influence on frontline service innovative behavior,and this effect is transcend the singular impact of enterprise management practices;EUCR affect the service innovative behavior of frontline employees through cognitive motivation in the form of harmonious innovation passion and social motivation in the form of customer perspective taking.Harmonious innovation passion strengthens the depth of frontline employees’processing of customer demand information by frontline employees,so as to positively moderates the mediating role of customer perspective taking in the relationship between EUCR and frontline employees’service innovative behavior.Customer perspective taking expands the scope of information search for frontline employees with harmonious innovation passion,so as to positively moderates the mediating role of harmonious innovation passion in the relationship between EUCR and service innovative behavior.The conclusion enriches the theoretical basis for frontline service innovation,and provides a new avenue for enterprises to promote service innovation of frontline employees.

关 键 词：企业—工会耦合关系 服务创新 和谐创新激情 客户观点采择 

分 类 号：F272.9[经济管理—企业管理]