【作者】 陈涛；

【导师】 冯晓宪；

【作者基本信息】 贵州大学 ， 企业管理， 2017， 硕士

【摘要】 本研究通过梳理和总结已有研究成果,选取组织支持感、心理资本以及员工服务创新行为作为研究主题,将贵州省银行业员工作为研究对象。建立了以组织支持感、员工服务创新行为和心理资本为主体的概念模型,运用SPSS17.0、Lisrel8.80和Amos17.0对所搜集数据进行统计分析。从定性和定量相结合的角度探讨组织支持感、心理资本及其各维度对员工服务创新行为的影响效应,组织支持感各维度与心理资本各维度之间的关系,以及组织支持感通过心理资本这个中介变量如何对员工服务创新行为产生影响。最终,本文通过综合运用信度检验、探索性因子分析、验证性因子分析、相关性分析、结构方程模型等实证分析方法,得出如下结论和研究结果:1.组织支持感对员工服务创新行为有部分显著的正向影响。其利益关心维度和价值认同维度有助于激发员工服务创新行为,工作支持维度无法直接激发员工服务创新行为,心理资本有助于激发员工服务创新行为。其自我效能维度和希望维度有助于激发员工服务创新行为。组织支持感对员工心理资本的影响为部分显著,其工作支持和价值认同有助于提升员工的自我效能,利益关心无法提升员工自我效能;此外,工作支持有助于提升员工希望,利益关心和价值认同无法提升员工希望。2.在组织支持感对员工服务创新行为影响的路径中,心理资本起到部分中介的作用。组织支持感的工作支持维度通过心理资本的自我效能维度和希望维度间接影响员工的服务创新行为,自我效能维度和希望维度起着完全中介的作用;组织支持感的价值认同维度既直接影响员工服务创新行为,同时也通过心理资本中的自我效能维度间接影响员工服务创新行为,自我效能维度起着部分中介的作用。3.企业必须适时掌握员工组织支持感,向员工提供足够支持,关心员工利益,增强价值认同,提升员工心理资本中的自我效能感和希望。更多还原

【Abstract】 This study through reviewing and summarizing the results of the predecessors,perceived organizational support,ton the basis of predecessors’ research results,select psychological capital and employees’ service innovation behavior as the research subject,will Guizhou province banking employees as the research object.Established by the perceived organizational support,employee service innovation behavior and psychological capital as the main body of the conceptual model,through the questionnaire survey of employees of banking industry in Guizhou,it collected the relevant data,using SPSS17.0,Lisrel8.80 and Amos17.0 for statistical analysis.From the Angle of the combination of qualitative and quantitative effects of perceived organizational support,psychological capital two dimensional effect on employees’ service innovation behavior,perceived organizational support two dimensions and the relationship between the two dimensions of psychological capital,and perceived organizational support by psychological capital the mediation variables how to affect employee service innovation behavior.In the end,this article through the integrated use of the reliability test,exploratory factor analysis and confirmatory factor analysis,correlation analysis and structural equation model,the empirical analysis method,the following conclusions are drawn1.Organizational support has a significant positive impact on employee service innovation.Its interests concern dimension and value identity dimension can help inspire staff service innovation behavior,the dimension of the support cannot be directly stimulate the employee service innovation behavior,psychological capital can help inspire staff service innovation behavior.Its self-efficacy dimension and dimension of hope help motivate employee service innovation.Perceived organizational support to employees for some significant the influence of psychological capital,its work support and value identity helps to improve the staff’s self-efficacy,interest concerned cannot ascend employee self-efficacy;In addition,work support helps improve employees’ hopes,interests and values that fail to improve employee expectations.2.In the impact of perceived organizational support on employee service innovation behavior path,psychological capital has played a part of the role of mediation.Perceived organizational support of dimension of the support by the psychological capital of self-efficacy dimensions and hope dimension indirectly affect employee service innovation behavior,self-efficacy dimensions and hope dimension completely intermediary role;Perceived organizational support value identity dimensions both directly affect employee service innovation behavior,but also indirectly by self-efficacy dimensions of psychological capital affect employee service innovation behavior,self-efficacy dimensions partial intermediary role.3.The enterprise must timely grasp the employee perceived organizational support,provide enough support to staff,care staff benefits,enhance the value recognition,improve employee psychological capital of self-efficacy and hope.更多还原