员工-顾客认同、互动式替代学习与服务创新的机制研究

知识与技术的快速迭代,使得服务业企业进行服务创新的挑战更加艰巨,员工对知识与技术类操作性资源的应用能力起到关键作用。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,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,并可以通过员工的互动式替代学习影响服务创新;知识治理对员工-顾客认同与互动式替代学习的关系具有显著的调节效应。

Research on Mechanism of Employee-customer Identification, Coactive Vicarious Learning and Service Innovation

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.