服务型企业一线员工顾客需求知识的影响因素及其对创新行为的作用.pdfVIP

服务型企业一线员工顾客需求知识的影响因素及其对创新行 为的作用* 谢礼珊，关新华，陈超 （中山大学管理学院，广东，广州，510275） 摘 要：在竞争激烈的市场环境中，客户知识管理所带来的竞争优势已经得到了广泛的认可。由于客 户知识的获取往往依赖于一线员工，因此本文探讨一线员工顾客需求知识的影响因素，及其对员工创新行 为的作用。通过对位于广东和广西两省经济发达地区 8 家旅行社 235 位一线员工及其服务的 235 位顾客进 行问卷调查，采用结构方程模型分析所收集的配对数据，发现员工的顾客需求知识水平受到员工感知的组 织互动导向、顾客价值共创程度的正向影响；并会对员工创新行为产生显著的积极影响。此外，本研究还 发现顾客需求知识完全中介顾客价值共创程度对员工创新行为的影响，部分中介互动导向对员工创新行为 的影响。最后讨论了本研究的理论和管理启示。 关键词：顾客需求知识；互动导向；顾客价值共创程度；员工创新行为 The Antecedents of Customer Need Knowledge of Front-Line Employees of Service Enterprise and Its Impact on Employee Innovative Behavior Xie Lishan, Guan Xinhua, Chen Chao (School of Business, Sun Yat-sen University, Guangzhou, Guangdong, 510275) Abstract: In the highly competitive market environment, the competitive advantage brought by customer knowledge management has been widely recognized. As the acquisition of customer knowledge often rely on front-line staff, this paper explores the antecedents of customer need knowledge of front-line employees and its effect on employee innovation behavior. Matched data from 235 employees and 235 customers were collected from eight travel services firms located in economically developed area in Guangdong and Guangxi provinces. SEM (structural equation modeling) were adopted and showed that the level of customer need knowledge were positively associated with employee perceived organizational interaction orientation and the degree of customer value co-creation, customer need knowledge had a significant positive impact on employee innovative behavior. In addition, the study also found that customers need knowledge fully mediated the relationship between th