【作者】 张云；

【导师】 徐凤增；

【作者基本信息】 山东大学 ， 旅游管理， 2018， 硕士

【摘要】 近年来,服务业在产业、业态和模式上不断突破创新,相比之下传统经营模式则面临失去特色的困境。酒店作为典型的传统服务业,应对日趋理性和复杂的顾客需求,解决问题的关键是避免产品和服务同质并通过创新激发其活力。酒店的创新离不开员工,而外部资源的可获得性及利用对员工开展创新活动具有不可忽视的作用。酒店拓宽与外界合作创新的范围,积极与顾客、供应商、大学、研究机构及竞争对手建立起合作,能够使行业内外的新技术与新知识流入到组织内部,激发员工产生更加丰富的创新灵感。开放式创新理论批判“闭门造车”的思想,强调内外互补性资源的同时利用,从知识视角来看,这意味着企业对外部与内部知识的获取、吸收、整合和利用的多阶段过程。本研究以酒店员工作为样本,以开放度(包括开放广度和开放深度)、知识共享(包括知识搜集和知识贡献)、高绩效工作系统与员工服务创新行为作为研究变量,构建了研究理论模型,探讨其相互之间的作用关系。对采用问卷调查方法获取的数据进行整理,最终获得226份酒店员工的有效数据,应用SPSS22.0和AMOS17.0对数据进行描述性统计分析以及信度和效度检验,并通过路径分析及回归检验了各变量之间的假设关系。研究结果表明:(1)开放广度与开放深度对员工服务创新行为都具有积极的影响,相比开放广度,开放深度对员工服务创新行为的促进作用更为显著。(2)开放度通过影响员工之间的知识共享进而对员工服务创新行为产生促进作用。(3)高绩效工作系统正向调节知识贡献与员工服务创新行为之间的关系,高绩效工作系统对知识搜集与员工创新行为之间的关系具有正向影响,但没有达到显著水平。本文以开放式服务创新的实现作为贯穿整个研究的主线,结合资源基础理论、知识基础理论,构建“开放度-知识共享-员工服务创新行为”模型,通过分析开放度通过影响知识共享对员工服务创新的作用机理,揭示了外部创新资源通过组织成员的知识搜集与知识贡献的方式在组织内传递和整合,最终产出为服务创新成果的作用路径。此外,通过对高绩效工作系统调节作用的识别,构建起组织内外部交互的开放式服务创新实现体系。更多还原

【Abstract】 Recently,the new industries,formats and models in the area of tourism service are constantly emerging,while the traditional service enterprises are facing the difficulties of losing their characteristics.For the traditional hotel industry,in response to the increasingly rational and diversified market demand,the key to the success is to avoid the homogeneity of products and services and to stimulate their vitality through innovation which is bound to be inseparable from employee service innovative behavior.However,the process of employee service innovation is not only affected by individual and organizational factors,but also the availability and utilization of external resources.Expanding areas of cooperation with the outside and actively establishing partnerships with customers,suppliers,universities,research institutions and competitors can bring new technologies and knowledge both inside and outside the industry into the organization,thus motivate employees to generate more innovative ideas.Open innovation theory emphasizes that innovation is not operating behind closed doors,but using the internal and external complementary innovation resources.From the perspective of knowledge management,it refers to the process of acquiring,absorbing,integrating and utilizing external and internal knowledge.Based on a sample of hotel employees,this paper takes openness(including external search breadth and external search depth),knowledge sharing(including knowledge collecting and knowledge donating),high performance work system and employee service innovative behavior as research variables and builds a theoretical model aiming at exploring the relationships among them.Data used in the research were obtained by a questionnaire survey,and 226 effective data of hotel employees were finally obtained.The descriptive statistical analysis and reliability testing were carried out by using SPSS22.0 and the validity testing was carried out by using AMOS 17.0 software.By path analysis and hierarchical regression analysis,it is seen that:(1)Both external search breadth and external search depth are positively related to employee innovative behavior.Comparatively,the effect of external search depth on employee service innovative behavior is more significant.(2)Openness has a positive promotion role in the service innovation behavior through knowledge sharing among employees.(3)High performance work system moderates the relationship between knowledge donating and employee innovative behavior,but has no significant influence on the relationship between knowledge collection and employee service innovative behavior.This study takes the open service innovation theory as the main line that runs through the research,combines resource-based theory and knowledge-based theory,constructs a theoretical model of openness,knowledge sharing and employee service innovative behavior.It also reveals the mechanisms that external innovation resources transfer and integrate in the organization through the knowledge collection and knowledge contribution of the organization members,and finally result in the service innovation outcomes;In addition,through the identification of the moderating role of the high performance work system,this study builds an open service innovation system for internal and external interaction.更多还原