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The Research on the Innovative Behavior of Frontline Employees and Influencing Factors in Service Innovation Process

Author: FengXu
Tutor: LuRuoYu
School: University of Electronic Science and Technology
Course: Management Science and Engineering
Keywords: Service Innovation Frontline employees Individual innovation behavior Influencing factors
CLC: F224
Type: PhD thesis
Year: 2010
Downloads: 595
Quote: 2
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Abstract


The simultaneity of production and consumption are the main features of the service, its service innovations have an important impact. Front-line staff (responsible for sales or service delivery) plays an important role in service innovation, because the customer to deal directly with them. Therefore, the integration of front-line employees to the new service development process is very necessary. They close and long-term relationships with customers, employees become important source of innovative ideas in the new service development process, this relationship also makes it possible for the first-line employees play a vital role in the process of new services listed. Wise think the service enterprise front-line employees in a very special position in service innovation, service enterprises frontline employees often have a lack of first-hand experience of the managers, so they have a better understanding of customer expectations. Front-line employees to maintain direct contact with the customer, they can find that hinder and undermine service delivery factors. Frontline employees closest to the actual work of the staff as service companies, they have the best position to find a solution to the problem and service improvement measures. Innovative research in the past more concerned about the management of the neglect of the front-line employees on how to motivate frontline employees play a greater role in service innovation is the comparative lack of innovative research. This study first to the foreign scholars put forward the theory of individual innovation behavior as a starting point to build a preliminary framework, combined with the research of service innovation as well as sociology, psychology, behavioral science theoretical results; then use the case study method of three and Research purposes consistent with the bank employees in-depth interviews to explore the applicability of the literature and theoretical conclusions, the feasibility and rationality; then corrected preliminary research framework based on the literature review and case analysis and form the framework of empirical research; final adoption An Empirical Study of the nine banks in the Sichuan region of 401 front-line employees, the following main conclusions: 1, verify that the innovative behavior of frontline employees in service enterprises by \confirmed the organizational climate for innovation of service enterprises constitute dimension colleagues to support \2, individual innovation behavior, motivation and self-efficacy in the presence of significant individual differences. Individual innovation behavior in gender, age, work experience, job exists difference; motivation on gender, educational background and work positions exist with significant difference; self-efficacy in gender, education, age, years of work positions exist with difference . Intrinsic motivation of individual innovation behavior of employees have a significant direct impact, the two phases of the intrinsic motivation of individual innovation behavior has a significant impact; external motivation no significant direct impact on individual innovation behavior extrinsic motivation through the intrinsic motivation indirect affect individual innovation behavior. 4, individual innovation behavior of self-efficacy employees have a significant direct impact self-efficacy two phases have a significant positive impact on employee innovation behavior; self-efficacy through intrinsic motivation and extrinsic motivation of employees individual innovation behavior has an indirect effect. 5, organizational climate for innovation has a significant impact innovation behavior of individual employees. The two phases of the organizational climate for innovation of individual innovation behavior has a significant impact. Age on organizational climate for innovation and new ideas for a significant adjustment effects. The younger the organizational climate for innovation greater the impact of innovative ideas generated, the the age greater the organizational climate for innovation the smaller the impact of innovative ideas. 6 self-efficacy and work motivation, organizational innovation atmosphere for indirect affect individual innovation behavior. This study were confirmed by a sense of self-efficacy, extrinsic motivation, intrinsic motivation has a significant mediating effect between organizational climate for innovation and individual innovation behavior. Build the organizational climate for innovation, self-efficacy, extrinsic motivation, intrinsic motivation of individual innovation behavior model and using empirical methods to reveal the organizational climate for innovation of individual innovation behavior not directly noticeable with the impact, organizational climate for innovation mainly to work motivation organizational climate for innovation and self-efficacy as mediating variables has an indirect effect on individual innovation behavior; intrinsic motivation is not a significant direct impact of organizational climate for innovation can only indirectly affect intrinsic motivation through the influence of extrinsic motivation or self-efficacy. 7, psychological empowerment of the individual employee innovation behavior has a significant impact. The meaning of work has a significant impact on the generation of new ideas for the implementation of the competency of the generation of innovative ideas and innovative ideas have a significant impact, the impact of work has a significant impact on the implementation of innovative ideas. Employees to work characteristics between psychological empowerment and the generation of new ideas for the regulatory role. 8, psychological empowerment have a direct impact on employee innovation behavior has an indirect impact, psychological empowerment through the intrinsic motivation indirect affect individual innovation behavior. Also indirectly influence the generation of innovative ideas and motivation to work as an intermediary; competency can directly affect the generation and implementation of innovative ideas can also motivation to work as an intermediary indirectly affect the generation of new ideas for the meaning of work either directly affect the innovative ideas and implementation; work affects direct role in the implementation of innovative ideas; no significant effect on the autonomy of the individual innovation behavior. 9, according to the results of empirical research combined with the characteristics of service innovation and service enterprises operating characteristics of the front-line employees, the proposed enterprises should be encouraged to innovative behavior of frontline employees must be given the proper control and guidance, so that the innovative behavior of frontline employees toward companies want the direction of the management strategy.

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