人力资源服务业顾客参与对服务创新绩效的影响——员工创新行为的中介作用与组织创新氛围的调节作用

在“互联网+”大背景下，人力资源服务业要获得更加长远的发展，必须加快创新步伐。顾客导向性和顾客参与性可以让人力资源服务业更好地获知顾客的需求及偏好，从而有效地提升服务质量和创新绩效。员工是人力资源服务业服务创新的执行者，员工的创新行为可以有效地提升企业的服务创新绩效。而在良好的组织创新氛围中，员工较少受到组织条条框框的约束，更有利于激发其创新行为。本文借鉴顾客参与、员工创新行为、组织创新氛围与服务创新绩效的国内外成熟量表，运用SPSS21.0统计分析软件进行信度和效度检验及相关分析、因子分析和回归分析，阐释人力资源服务业顾客参与对服务创新绩效的影响及员工创新行为和组织创新氛围在其中的作用。研究结果表明:人力资源服务业顾客参与对员工创新行为和服务创新绩效均有显著的正向影响；人力资源服务业员工创新行为是顾客参与和服务创新绩效的中介变量；人力资源服务业组织创新氛围是顾客参与和服务创新绩效的调节变量。

The Influence of Customer Participation in Human Resource Service on Service Innovation Performance

Under the “Internet Plus” background, it is necessary for industries to accelerate the pace of innovation to achieve long-term development. Customer orientation and participation can help human resource service to better understand customer needs and preferences, so as to effectively improve its service and innovation performance. Employees are the executives of industry innovation, and their innovation can effectively improve the service innovation performance. In a good atmosphere of organizational innovation, employees are less likely to be restricted by organizational rules, which is more conducive to improving employees’ innovation. This paper explains the influence of customer participation on service innovation performance in human resource service, the role of employees’ innovation behavior and organizational innovation atmosphere by using domestic and foreign maturity scale of customer participation, employees’ innovation behavior, organizational innovation atmosphere and service innovation performance, taking SPSS21.0 for reliability and validity test, correlation analysis, factor analysis and regression analysis. The result indicates that customer participation in human resource service has a significant positive impact both on employees’ innovation behavior and service innovation performance. The innovation behavior of employees in human resources service is an intermediary variable between customer participation and service innovation performance, while the organizational innovation atmosphere of human resources service industry is the moderating variable of customer participation and service innovation performance.