顾客参与对员工创新意愿的影响机制研究
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摘要
以资源保存理论和角色理论为基础,探讨了顾客参与对员工创新意愿的影响机制。通过对338份高技术制造业员工的问卷进行分析,得出结论:顾客参与对工作负荷/组织认同的正/负向影响显著,工作负荷/组织认同对员工创新意愿的负/正向影响显著,顾客参与通过工作负荷和组织认同的完全中介效应对员工创新意愿产生影响。同时,组织支持感能够弱化顾客参与对工作负荷和组织认同的影响,并调节工作负荷和组织认同在顾客参与与创新意愿之间的中介作用。此外,相比于低水平顾客参与,高水平顾客参与对员工创新意愿的抑制作用更大。
Based on conservation of resource theory and role theory,this study discusses the influence mechanism of customer participation on employees' innovation willingness.This study analyzes the questionnaires of 338 employees in the high-tech manufacturing industry and finds the following conclusions.Customer participation has a positive/negative impact on workload/organizational identification,and workload/organizational identification has a negative/positive impact on employees' innovation willingness.Customer participation's impact on employees' innovation willingness is mediated by workload and organizational identification.Perceived organizational support can weaken the impact of customer participation on workload and organizational identification,and moderate the mediating role of workloads and organizational identification in the relationship of customer participation and employees' innovation willingness.In addition,compared with low-level customer participation,high-level customer participation has a greater inhibitory effect on employees' innovation willingness.
Based on conservation of resource theory and role theory,this study discusses the influence mechanism of customer participation on employees' innovation willingness.This study analyzes the questionnaires of 338 employees in the high-tech manufacturing industry and finds the following conclusions.Customer participation has a positive/negative impact on workload/organizational identification,and workload/organizational identification has a negative/positive impact on employees' innovation willingness.Customer participation's impact on employees' innovation willingness is mediated by workload and organizational identification.Perceived organizational support can weaken the impact of customer participation on workload and organizational identification,and moderate the mediating role of workloads and organizational identification in the relationship of customer participation and employees' innovation willingness.In addition,compared with low-level customer participation,high-level customer participation has a greater inhibitory effect on employees' innovation willingness.
引文
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[3]CHAN K W,CHI K Y,LAM S S K.Is Customer Participation in Value Creation a Double-Edged Sword?Evidence from Professional Financial Services across Cultures[J].Journal of Marketing,2010,74(3):48-64.
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[31]HIRST G,DICK R V,KNIPPENBER D V.A Social Identity Perspective on Leadership and Employee Creativity[J].Journal of Organizational Behavior,2010,30(7):963-982.
[32]SHANTZ A,ALFES K,LATHAM G P.The Buffering Effect of Perceived Organizational Support on the Relationship Between Work Engagement and Behavioral Outcomes[J].Human Resource Management,2016,55(1):25-38.
[32]HOFMANN D A,MORGESON F P.Safety-related Behavior as a Social Exchange:The Role of Perceived Organizational Support and Leader-Member Exchange[J].Journal of Applied Psychology,2015,84(2):286-296.
[33]张毅,游达明.科技型企业员工创新意愿影响因素的实证研究---基于TPB视角[J].南开管理评论,2014,17(4):110-119.
[34]ANDERSON J C,GERBING D W.Structural E-quation Modeling in Practice:A Review and Recommended Two-Step Approach[J].Psychological Bulletin,1988,103(3):411-423.
[35]VRIEZE S I.Model Selection and Psychological Theory:A Discussion of the Differences Between the Akaike Information Criterion(AIC)and the Bayesian Information Criterion(BIC)[J].Psychological Methods,2012,17(2):228-243.
[2]CHEN C F,WANG J P.Customer Participation,Value Co-Creation and Customer Loyalty---A Case of Airline Online Check-in System[J].Computers in Human Behavior,2016,62(9):346-352.
[3]CHAN K W,CHI K Y,LAM S S K.Is Customer Participation in Value Creation a Double-Edged Sword?Evidence from Professional Financial Services across Cultures[J].Journal of Marketing,2010,74(3):48-64.
[4]LARSSON R,BOWEN D E.Organization and Customer:Managing Design and Coordination of Services[J].Academy of Management Review,1989,14(2):213-233.
[5]KARATEPE O M.Perceived Organizational Support,Career Satisfaction,and Performance Outcomes[J].International Journal of Contemporary Hospitality Management,2012,24(5):735-752.
[6]CHANG W,TAYLOR S A.The Effectiveness of Customer Participation in New Product Development:A Meta-Analysis[J].Journal of Marketing,2016,80(1):47-64.
[7]王海忠,闫怡,何朕鑫.消费者参与新产品构思对线上社群成员自我---品牌联接和品牌依恋的影响[J].管理学报,2017,14(3):400-413.
[8]CHI K Y,CHAN K W,LAM S S K.Do Customers and Employees Enjoy Service Participation?Synergistic Effects of Self-and Other-Efficacy[J].Journal of Marketing,2012,76(6):121-140.
[9]张红琪,鲁若愚.服务企业顾客参与对员工创新行为的影响研究[J].科研管理,2013,34(3):99-105.
[10]FANG E,LEE J,YANG Z.The Timing of Co-development Alliances in New Product Development Processes:Returns for Upstream and Downstream Partners[J].Journal of Marketing,2015,79(1):64-82.
[11]KIM G W,RO H J,HUNTCHINSON J,et al.The Effect of Jay-customer Behaviors on Employee Job Stress and Job Satisfaction[J].International Journal of Hospitality and Tourism Administration,2014,15(4):394-416.
[12]MADUPALLI R K,PODDAR A.Problematic Customers and Customer Service Employee Retaliation[J].Journal of Services Marketing,2014,28(3):244-255.
[13]LI M,HSU C H C.Customer Participation in Services and Employee Innovative Behavior:The Mediating Role of Interpersonal Trust[J].International Journal of Contemporary Hospitality Management,2018,30(1):2 112-2 131.
[14]HOBFOLL S E.Conservation of Resources.A New Attempt at Conceptualizing Stress[J].American Psychologist,1989,44(3):513-524.
[15]LEE R,ASHFORTH B E.A Meta-Analytic Examination of the Correlates of the Three Dimensions of Job Burnout[J].Journal of Applied Psychology,1996,81(2):123-133.
[16]HOBFOLL S E.The Influence of Culture,Community,and the Nested-Self in the Stress Process:Advancing Conservation of Resources Theory[J].Applied Psychology,2001,50(3):337-421.
[17]BRODERICK A J.Role Theory,Role Management and Service Performance[J].Journal of Services Marketing,1998,12(5):348-361.
[18]THIBAUT J W,KELLEY H H.The Social Psychology of Groups[J].Social Service Review,1960,1(3):184-186.
[19]BURKE P J,REITZES D C.The Link Between I-dentity and Role Performance[J].Social Psychology Quarterly,1981,44(2):83-92.
[20]STRYKER S,BURKE P J.The Past,Present,and Future of an Identity Theory[J].Social Psychology Quarterly,2000,63(4):284-297.
[21]EISENBERGER R,STINGLHAMBE F.Perceived Organizational Support.[J].Journal of Applied Psychology,1986,71(3):500-507.
[22]O’DRISCOLL M P,RANDALL D M.Perceived Organizational Support,Satisfaction with Rewards,and Employee Job Involvement and Organizational Commitment[J].Applied Psychology,2010,48(2):197-209.
[23]BARKSDALE K,WERNER J M.Managerial Ratings of In-Role Behaviors,Organizational Citizenship Behaviors,and Overall Performance:Testing Different Models of Their Relationship[J].Journal of Business Research,2004,51(2):145-155.
[24]PETERSON M F.Role Conflict,Ambiguity,and Overload:A 21-Nation Study[J].Academy of Management Journal,1995,38(2):429-452.
[25]ASHFORTH B E,MAEL F.Social Identity Theory and the Organization[J].Academy of Management Review,1989,14(1):20-39.
[26]LIAO H,LIU D,LOI R.Looking at Both Sides of the Social Exchange Coin:A Social Cognitive Perspective on the Joint Effects of Relationship Quality and Differentiation on Creativity[J].Academy of Management Journal,2010,53(5):1 090-1 109.
[27]SINGH J.Striking A Balance in Boundary-spanning Positions:An Investigation of Some Unconventional Influences of Role Stressors and Job Characteristics on Job Outcomes of Salespeople.[J].Journal of Marketing,1998,62(3):69-86.
[28]王敏,李淑敏.工作负荷对个体感知到的团队内冲突的影响---控制点及情感信任的调节作用[J].管理评论,2017,29(4):122-133.
[29]KNIPPENBER D V,KNIPPENBER B V,CRE-MER D D,et al.Leadership,Self,and Identity:AReview and Research Agenda[J].The Leadership Quarterly,2004,15(6):825-856.
[30]SMITH L G E,GILLESPIE N,CALLAN V J,et al.Injunctive and Descriptive Logics During Newcomer Socialization:The Impact on Organizational I-dentification,Trustworthiness,and Self-efficacy[J].Journal of Organizational Behavior,2017,38(4):487-511.
[31]HIRST G,DICK R V,KNIPPENBER D V.A Social Identity Perspective on Leadership and Employee Creativity[J].Journal of Organizational Behavior,2010,30(7):963-982.
[32]SHANTZ A,ALFES K,LATHAM G P.The Buffering Effect of Perceived Organizational Support on the Relationship Between Work Engagement and Behavioral Outcomes[J].Human Resource Management,2016,55(1):25-38.
[32]HOFMANN D A,MORGESON F P.Safety-related Behavior as a Social Exchange:The Role of Perceived Organizational Support and Leader-Member Exchange[J].Journal of Applied Psychology,2015,84(2):286-296.
[33]张毅,游达明.科技型企业员工创新意愿影响因素的实证研究---基于TPB视角[J].南开管理评论,2014,17(4):110-119.
[34]ANDERSON J C,GERBING D W.Structural E-quation Modeling in Practice:A Review and Recommended Two-Step Approach[J].Psychological Bulletin,1988,103(3):411-423.
[35]VRIEZE S I.Model Selection and Psychological Theory:A Discussion of the Differences Between the Akaike Information Criterion(AIC)and the Bayesian Information Criterion(BIC)[J].Psychological Methods,2012,17(2):228-243.