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The Impact of Human Resource Schema on Employee Service Innovation Behavior and Performance

Author: ZhangZuo
Tutor: ChenXueJun
School: Zhejiang University
Course: Business management
Keywords: Employee Service Innovation Behavior Human Resource Schema Innovation Performance Human Resource Strength
CLC: F272.92
Type: Master's thesis
Year: 2012
Downloads: 188
Quote: 1
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With the development of economic, innovation has increasingly become the core competitiveness of enterprises. For service companies, in which production and consumption occur simultaneously, customers contact employees play an important role in customer service in innovation. They are producers of service innovation, and the integral part of enterprises’innovative capacities. This study focused on the individual employees’behavior in service enterprises. The main purpose of this study is to develop the new concept of employee service innovation behavior, to develop and test a process model that examines the influence of human resource schema on the employee service innovation behavior and performance and to test human resource strength’s role as a moderator. Firstly,61 subjects were interviewed by open questionnaire and the employee service innovation behavior scale was gerneralized. Secondly,105 subjects were questioned by a pre-test. Finally,274 subjects were investigated by the revised questionnaire.This study draws several conclusions as follows:(1) The concept of employee service innovation behavior was multidimensional which includes team working behavior, knowledge learning behavior, customer intimacing behavior, information collecting behavior, and time planning behavior; (2) Human resource schema has a positive correlation with all the five aspects of employee service innovation behavior; (3) Team working behavior, knowledge learning behavior, customer intimacing behavior, and information collecting behavior have positive correlations with innovation performance, while time planning behavior has not; (4) Team working behavior, knowledge learning behavior, customer intimacing behavior, and information collecting behavior were found a partially mediator; (5) Human resource strength partially moderated the relationship between human resource schema and knowledge learning behavior, information collecting behavior.There are several innovations in this study. Firstly, we explored the new concept of employee service innovation behavior. Secondly, we took a new perspective of human resource schema and tested a process model which combines the human management schema and innovation behavior. Thirdly, we used the muti-level method and HLM models to test the moderate effect of human resource strength.

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