文章摘要
辛本禄,王学娟.员工-顾客认同、互动式替代学习与服务创新的机制研究[J].技术经济,2019,38(9):.
员工-顾客认同、互动式替代学习与服务创新的机制研究
Research on Mechanism of Employee-customer Identification, Coactive Vicarious Learning and Service Innovation
投稿时间:2019-08-22  修订日期:2019-09-09
DOI:
中文关键词: 服务创新  员工-顾客认同  互动式替代学习 知识治理
英文关键词: Service Innovation Employee-customer Identification Coactive Vicarious Learning Knowledge Governance
基金项目:教育部人文社会科学重点研究基地项目“基于权力范式的制度变迁理论研究”(编号:15JJD790011);吉林省社会科学基金重点项目“吉林省产业结构优化升级实施路径研究”(编号:2016A13)
作者单位E-mail
辛本禄 吉林大学商学院 xinbl@jlu.edu.cn 
王学娟 吉林大学商学院 wxj_live@163.com 
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中文摘要:
      知识与技术的快速迭代,使得服务业企业进行服务创新时的挑战更加艰巨,员工对知识与技术类操作性资源的应用能力起到非常关键的作用。然而,以往的大多关注的是中观而非微观层面,员工-顾客认同并没有得到明确的关注,注重个体间互动过程的互动式替代学习的研究也未曾得到重视。因此,本文基于社会网络理论与知识基础观理论构建研究知识密集型服务业企业服务创新的微观路径,并通过对322个服务业企业问卷调查进行实证分析。研究结果表明员工-顾客认同对员工服务创新有正向影响,并可以通过员工的利用式互动替代学习、探索式替代学习影响服务创新;另外,随着员工对企业知识治理的感知程度的变化,员工-顾客认同与利用式互动替代学习、探索式替代学习的关系也随之变化。
英文摘要:
      The rapid iteration of knowledge and technology makes it more difficult for service enterprises to carry out service innovation, and employees play a key role in the application of operational resources of knowledge and technology. However, most previous studies are focusing more on the medium level rather than the micro level. Employees' identification with customers is not clearly concerned, studies that focus on the process of interaction between individuals as coactive vicarious learning have also not received much attention.Therefore, based on the social network theory and the knowledge base theory, this paper constructs and studies the micro path of service innovation of enterprises in knowledge-intensive service industry, and conducts an empirical analysis through the questionnaire survey of 322 service enterprises.The research results show that employee-customer identification has a positive impact on the service innovation of employees, and can affect the service innovation through employees' exploitative coactive vicarious learning and exploratory coactive vicarious learning. In addition, with the change of employees' perception of enterprise knowledge governance, the relationship between employee-customer identification and exploitative interactive alternative learning and exploratory alternative learning also changes.
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