【作者】 张云；

【导师】 徐凤增；

【作者基本信息】 山东大学 ， 企业管理， 2022， 博士

【摘要】 近年来,服务业所处的环境呈现出越来越多的不确定性、动态性及复杂性等特征,对服务企业如何通过服务创新提高顾客体验感以获得竞争力提出严峻挑战。再者,服务业的创新极易被模仿,企业迫切需要开发具有较强异质性的创新服务,以及具备持续新颖性服务开发的能力。而要进行更加新颖及灵活的创新,管理者首先要转变思维模式。设计思维作为一种以顾客为中心,利用设计师的理解和方法解决复杂问题的创新方法,在不同领域,包括商业和管理活动的创新实践中,已成为流行词汇的一部分。然而,关于设计思维与服务创新的关系研究十分缺少,并未发现有关于设计思维与服务创新研究的系统性理论分析框架。正因为研究的缺失,而导致了对设计思维与服务创新关系认识的不足,诸如“设计思维对服务创新产生何种作用?”、“设计思维会如何影响服务企业的服务创新?”等成为了设计思维与服务创新研究尚待解决的问题。基于此,本研究以酒店这一典型的服务行业为研究情境,探索酒店管理者设计思维对服务创新的影响,采用定性与定量相结合的研究方法,明确了酒店管理者设计思维的维度构成,构建了管理者设计思维影响团队及员工层面服务创新绩效的理论框架,并开发了管理者设计思维的测量量表,进一步对团队层面构建的理论框架进行了实证检验。研究的主要内容与结论包括:第一,首先对酒店情境下管理者设计思维及其影响进行探索性研究,通过对高端酒店一线部门管理者与员工进行访谈,采用扎根理论方法对获得的访谈材料进行编码,研发现:(1)酒店服务创新情境下的管理者设计思维是一种以设计师的思维方式来发现和解决服务问题的思维模式,具体包括外部洞察、问题导向、开放设想、整合思维、实验主义和协作精神等六个维度;(2)管理者设计思维受个体特质、工作价值取向和酒店创新战略与支持的影响;(3)管理者设计思维对团队和员工的服务创新绩效具有积极影响。具体而言,酒店管理者设计思维对团队服务创新绩效的作用主要通过对团队设计思维和团队知识探索利用的影响作用于两种不同的服务创新类型,即渐进式与激进式服务创新,从而影响团队的服务创新绩效;对于个体层面的影响,管理者设计思维通过对员工认知灵活性、探索和利用性学习、自主性动机的影响作用于员工的模仿式和原创式服务创新,进而影响员工的服务创新绩效。第二,在文献研究的基础上,研究通过访谈、资料分析、问卷调查等方法归纳提炼出了酒店情境下管理者设计思维的具体测量题项,修正了管理者设计思维的量表,形成了可操作的测量工具。具体而言,通过题项编制、预调查与正式调查、量表信度和效度验证等过程,最终得到酒店服务情境下6个维度共25个题项的管理者设计思维量表。第三,进一步采用实证方法检验了酒店管理者设计思维对团队服务创新绩效的作用。结合文献研究与探索性研究结果,并基于社会学习理论,研究构建了酒店服务创新情境下,“管理者设计思维——团队设计思维——团队服务创新绩效”的理论模型,另外将团队共享心智模型和新技术的采用分别作为管理者设计思维与团队设计思维之间以及团队设计思维以及团队渐进式/激进式服务创新之间的调节因素纳入研究模型。研究以高端酒店(四星级和五星级)一线部门主管及以上的管理者作为调查对象,通过问卷调查获得一手数据,并利用SPSS22.0、AMOS24.0、Mplus8.0等软件对问卷数据进行了分析,结果显示:(1)酒店管理者设计思维积极影响团队渐进式与激进式服务创新,并且管理者设计思维对团队渐进式服务创新具有显著的直接正向影响,但对激进式服务创新的直接影响不显著;(2)管理者设计思维促进了团队设计思维的形成,团队共享心智模型能够加强管理者设计思维对团队设计思维的促进作用;(3)团队设计思维对团队渐进式与激进式服务创新均产生积极作用,其中对团队激进式服务创新的影响更强;(4)渐进式与激进式服务创新均对团队服务创新绩效产生积极影响,其中激进式服务创新的作用更强;(5)团队设计思维的中介作用得到了验证,具体的,团队设计思维部分中介了管理者设计思维对团队渐进式服务创新的作用,而在管理者设计思维与团队激进式服务创新关系之间起到完全中介作用;(6)团队设计思维和团队渐进式/激进式服务创新在管理者设计思维与团队服务创新绩效之间起到链式中介的作用;(7)新技术采用在团队设计思维与团队激进式服务创新之间起正向调节作用,但对团队设计思维与团队渐进式服务创新关系的调节作用并不显著。本研究对推动设计思维与服务创新研究具有以下理论意义和创新之处:第一,本研究弥补了当前设计思维在服务领域以及服务创新情境下研究的不足。尽管设计思维起源于设计研究领域,但它不仅限于解决设计问题,还可以处理和解决不同背景下的问题。以往对设计思维的研究体现出了较强的学科及领域交叉性,尽管设计思维在商业领域及实践中也得到了一定关注,当前设计思维在服务创新情境下的理论研究仍然相对缺乏。本研究通过以酒店行业为背景,探究了管理者设计思维对酒店服务创新绩效的影响,丰富了设计思维与服务创新的研究,响应了以往学者对深入探究设计思维与服务创新关系的呼吁。第二,不同于以往研究止步于探讨设计思维对服务创新作用的潜力,本研究通过探索性研究构建了管理者设计思维影响酒店团队及员工服务创新绩效的系统的理论分析框架,回答了管理者设计思维如何作用于酒店服务创新的问题,推进了设计思维对服务创新作用机制的研究。本研究引入社会心理学理论对影响机制进行剖析,丰富了设计思维与服务创新研究的理论基础,推动了从理论层面上揭示设计思维对服务创新的影响机制,同时也为设计思维在服务创新研究领域找到更多理论上的立足点。第三,研究丰富了服务创新情境下设计思维的定量研究。以往关于设计思维的研究多为概念性研究、理论研究及案例研究,仅有较个别研究对设计思维的作用进行了实证检验。进行实证研究首先要明确构念的测量。尽管以往研究普遍将设计思维视为一个多维度的构念,但在具体维度的划分上并没有达成一致。而尚未有研究探索酒店服务情境下的管理者设计思维的具体结构。本研究首先在界定酒店服务创新情境下的管理者设计思维的概念及内涵的基础上,明确了其具体构成,并对其测量量表进行了修订,为后续实证研究提供工具。研究进一步对探索性研究构建的管理者设计思维对团队服务创新影响的理论模型进行了实证检验。尽管以往研究者提出设计思维对服务创新的效用,但这一论点尚未得到实证的检验。本研究通过问卷调查及统计分析的方法,检验了酒店管理者设计思维通过团队设计思维的作用于不同程度服务创新(即渐进式和激进式服务创新)以及团队服务创新绩效,并检验了团队特征(团队共享心智模型)和资源支持(新技术采用)的调节作用。研究结果为设计思维对驱动服务创新的价值提供了实证证据。更多还原

【Abstract】 In recent years,the environment of service industry is increasingly characterized by uncertainty,dynamic and complexity,which poses a severe challenge to service enterprises how to improve service experience and obtain competitiveness through service innovation.Moreover,innovation in the service industry is easy to be imitated,thus service enterprises urgently need to develop innovative services with strong heterogeneity and have the capability of continuous novelty service development.To be more innovative and flexible,managers must first change their mindset.Design thinking,as a customer-centric approach to innovation that uses designers’understanding and methods to solve complex problems,has become a popular lexicon in innovative practices in various fields,including business and management fields.However,there is a lack of existing research on the relationship between design thinking and service innovation in the service industry,and no systematic theoretical framework has been found.The lack of research leads to the lack of understanding of the relationship between design thinking and service innovation,such as "what impact will design thinking bring to the innovation of service enterprises?" and "how does design thinking affect service innovation in service context?";these have become the important issues to be solved in the research of design thinking and service innovation.Therefore,this study takes hospitality,a typical service industry,as the research context,focusing on the problem of "the impact of managers’ design thinking on hotel service innovation",and uses qualitative research methods such as interview method and grounded research method to uncover this problem.The study clarifies the dimension composition of hotel managers’ design thinking,constructs a theoretical framework for managers’ design thinking to affect the teams and employees’ service innovation performance,develops a measurement scale for managers’ design thinking,and further empirically tests the theoretical framework at the team level.The main contents and conclusions of the study include:Firstly,through interviewing the managers and employees of the front-line departments of upscale hotels,this study conducts an exploratory study on the managers’ design thinking and its impact in the hotel context.Then,based on the grounded theory research method,the obtained text materials were coded.The findings are as follows:1)the managers’ design thinking in a context of hotel is a mindset to discover and solve service problems in the way of designers,including external insight,problem orientation,open thinking,integrated thinking,experimentalism,and collaboration;2)managers’ design thinking is influenced by individual characteristics,work value orientation,and hotel innovation strategy and support;3)managers’ design thinking positively affects the team and employees’ service innovation performance.Specifically,managers’ design thinking affects two different types of service innovation(incremental and radical service innovation)through its influence on team design thinking and team knowledge exploration and utilization,thus affecting team service innovation performance.As for the influence of individual service innovation,managers’design thinking affects employees’ imitative service innovation and original service innovation through the influence of employees’ cognitive flexibility,exploratory and exploitative learning and autonomous motivation,and then affects employees’ service innovation performance.Secondly,on the basis of literature research,using interviews,data analysis,and questionnaire survey,this study extracts the measurement items of managers’ design thinking in the hotel context,revises the measurement of managers’ design thinking,forming an operational measurement tool.Specifically,through the process of item compilation,pre-survey and formal survey,and scale reliability and validity verification,the measurement scale of managers’ design thinking in the context of hotel was studied and revised,and a total of 25 items were finally obtained.Third,this study further empirically examines the impact mechanism of managers’design thinking on team service innovation performance.Combined with literature study and exploratory research and based on social learning theory,the study builds the "managers’design thinking—team design thinking—team service innovation performance" research model.This study further includes team shared mental model and new technology adoption as the moderating factors into the research model.In this study,the managers of the front-line departments in upscale hotels(4-and 5-star)were selected as the survey objects.Data were obtained through questionnaire survey,and were analyzed by SPSS22.0.AMOS24.0 and Mplus 8.0 analysis softwares.The following conclusions were drawn:1)Managers’ design thinking has a significant positive total impact on both incremental service innovation and radical service innovation;and it has a direct positive impact on incremental service innovation,but no significant direct effect on radical service innovation;2)manager’s design thinking promotes the team design thinking,and the team sharing mental model enhanced the positive effect of manager’s design thinking on team design thinking;3)team design thinking can promote both incremental service innovation and radical service innovation,and has a stronger positive effect on radical service innovation;4)both incremental service innovation and radical service innovation have a positive effect on team service innovation performance,and the effect of radical service innovation is stronger than that of incremental service innovation;5)team design thinking plays a mediation role between managers’ design thinking and the two types of team service innovation.Specifically,team design thinking partial mediates the relationship between managers’ design thinking and incremental service innovation,while fully mediates the relationship between managers’ design thinking and radical service innovation;6)team design thinking and team incremental service innovation/radical service innovation play a chain mediating role between managers’ design thinking and team service innovation performance;7)new technology adoption has a positive moderating effect on team design thinking and team radical service innovation,but has no significant moderating effect on team design thinking and team incremental service innovation.This study has the following theoretical implications and innovativeness in promoting the research of design thinking and service innovation:First,this study fills the gaps of current design thinking research in the service field or service innovation context.Although design thinking originated in the field of design,it is not limited to solving design problems,but can also deal with problems in different contexts.Previous studies on design thinking have shown its strong interdisciplinary features.Although design thinking has attracted some attention in business and management practice,the current studies are relatively lacking in theoretical research on design thinking in the field of service innovation.Taking the hotel industry as the research context,this study explores the impact of design thinking on service innovation performance,which enriches the research on design thinking and service innovation and responds to the call of previous scholars to explore the relationship between design thinking and service innovation.Second,unlike previous studies that stopped at exploring the potential of design thinking for service innovation,this study establishes a theoretical framework for the influence of managers’ design thinking on hotel team and employee service innovation performance through exploratory research,answers the problem of how the design thinking impact different levels service innovation results,promoting the research on the mechanism of how design thinking influence on service innovation.This study introduces the social learning theory to explain the influence mechanism,thus builds a theoretical basis for the research on the impact of design thinking on service innovation,and promotes the research on the impact of design thinking on the service innovation from the theoretical perspective,establishing more theoretical footholds for design thinking in the field of service innovation research.Third,the study enriches the empirical research on design thinking and service innovation.Most of the previous studies were conceptual,theoretical and case studies,and only a few of them had empirically tested the role of design thinking in influencing innovation outcomes.The first step in conducting empirical research is to clarify its composition and measurement.Although previous studies generally regarded design thinking as a multi-dimensional construct,there was no consensus on the division of specific dimensions.Moreover,no research has explored the structure of managers’ design thinking in the context of hotel service context.Therefore,this study clarified its specific composition,revised its measurement scale,tested its reliability and validity,thus provided a tool for subsequent empirical research.Furthermore,this study empirically tested the influence mechanism of managers’ design thinking on team service innovation performance,which further verified the influence of design thinking on hotel service innovation performance through empirical test.Although previous researchers have proposed the advantage of design thinking to facilitate the effectiveness of service innovation,but this argument has not been empirical tested.Through questionnaire survey and statistical analysis,this study examines the impact of managers’ design thinking on different degrees of service innovation(incremental service innovation and radical service innovation)and team service innovation performance through team design thinking,and examines the moderating role of team characteristics(team shared mental model)and resource support(new technology adoption).The results provide empirical evidence for the value of design thinking in driving service innovation.更多还原