多视角服务导向对服务创新行为的跨层次影响机制

Multi-level Influencing Mechanism between Multi-perspective Service Orientation and Service Innovation Behavior

目的基于多层次理论方法,从工作投入视角探讨多视角服务导向对服务创新行为的多层次作用机理。方法对辽宁30家接待服务企业管理者和员工进行多阶段调研,综合运用SPSS、AMOS与HLM工具进行分析。结果组织服务导向正向影响工作投入;个体服务导向正向影响工作投入;组织服务导向正向调节个体服务导向和工作投入之间的关系;工作投入正向影响创造力和创造执行力;在组织服务导向与个体服务导向对创造力和创造执行力的交互作用之间,以工作投入为中介;组织服务导向正向影响聚合创造力和创造执行力。结论研究成果无论在理论上还是在指导管理实践方面都具有较重要的意义。

Objective Our research discussed the multi - level mechanism between service orientation and service innovation behavior from work engagement perspective. Methods We investigate managers and employees of 30 hospi- tality firms in Liaoning province through multi - phase and use SPSS,AMOS and HLM tool to analyze the data. Results Organizational service orientation has positive effect on work engagement;individual service orientation has positive effect on work engagement;organizational service orientation has positive moderation effect between individual service orientation and work engagement ;work engagement has positive effect on creativity and idea implementation;work engagement has mediated moderation effect among the moderation effect of organizational service orientation and individual service orientation on creativity and idea implementation;organizational service orientation has positive effect on aggregation creativity and idea implementationConclusion Research result has both theoretical and practical implication.