顾客参与对服务创新绩效影响研究——以员工创新行为为中介.pdf

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1、AbstractAlongwiththetrendthatthedevelopmentoftheworldeconomychangedfromthe"industrialeconomy"to"theserviceeconomy",China'sserviceindustryhasgraduallygrownintoanimportantpartofinnovationsubjectandbecomestothemostactiveinnovationgroup.Inthispaper,accordingtothelimitationsofexistingresearch,wem

2、akeadeepresearchonthemechanismoftherelationshipbetweencustomerparticipation,employeeinnovativebehaviorandserviceinnovationperformance.Thenthisessayconstructsthestructureequationmodelofthecorrelationvariables.TheresearchobjectofthispaperistheserviceenterprisesinPearlRiverregion.Andweanalyzeth

3、ecollecteddatabyusingSPSSandAMOSstatisticalsoftwaretotestthehypothesisinordertofindouttheinfluencemechanismbetweenthevariables.Theempiricalresultsshowthat:first,customerparticipationhasasignificantpositiveeffectontheserviceinnovationperformance.Themorecustomerparticipated,thebetterperformanc

4、etheserviceinnovationis.Second,customerparticipationhasasignificantpositiveeffectontheemployeeinnovativebehavior,Themorecustomerparticipated,Thebetteremployeeinnovativebehavioris.Third,employeeinnovationbehaviorhasasignificantpositiveeffectontheserviceinnovationperformance,themoreemployeeinn

5、ovativebehavior,thebetterinnovationperformanceis.Fourth,employeeinnovationbehaviorvariableplaysthepartoftheintermediaryroleintheprocessthatcustomerparticipatesinserviceinnovationperformanceofenterprises.Thatmeansthatcustomerparticipationinfectstheserviceinnovationperformancebythevariablesofe

6、mployeeinnovationbehavior.Thisessayexplorestherelationshipofcustomerparticipation,serviceemployeeinnovationbehaviorandinnovationperformancethroughthestudyofaboveproblems.Toacertainextent,notonlyenrichestheresearchfieldofserviceinnovationinChina,butalsoprovideguidanceandreferencetoChina'sente

7、rprisesonhowtomanagecustomerparticipation,serviceemployeeinnovationbehaviorandenterpriseinnovationperformance.Keywords:CustomerParticipation;EmployeeInnovativeBehavior;ServiceInnovationPerformanceIII目录中文摘要...........................................