【作者】 赵晶锦；

【导师】 陈学军；

【作者基本信息】 浙江大学 ， 企业管理， 2010， 硕士

【摘要】 随着经济社会的发展进步,服务化趋势日趋明显,企业在各种创新领域面临强大的竞争压力。在这样的时代背景下,企业尤其是服务业的发展越来越依赖于服务创新,以打造自身的核心竞争优势。然而,企业内部员工在服务创新中发挥着重要作用,其行为影响着企业整体的创新潜力与创新成效,这就是员工服务创新行为。员工服务创新行为是企业服务创新的起始点和源泉。本研究以保险业为研究对象,采用文献阅读、访谈调查、事例分析与问卷研究等方法,旨在探讨员工服务创新行为的内涵及其人力资源实践知觉等影响因素及其作用机制。本研究得出以下主要研究结论:(1)员工服务创新行为是一个多维概念,可分为协作共享、知识学习与应用、顾客接近与主动信息探究四个维度;(2)人力资源实践知觉对员工服务创新行为有直接影响,同时通过服务承诺和创造力的中介作用,对员工服务创新行为产生间接影响。本文的创新点主要体现在:深化了对员工服务创新行为的认识,分析了人力资源实践知觉在员工服务创新领域中的作用,并且针对具体的保险行业来研究这个课题。这为服务创新在个体领域上的研究拓展以及企业的员工服务创新行为管理提供了有价值的参考,从而为进一步完善服务创新相关理论,以及保险企业的全员服务创新奠定了一定的基础。更多还原

【Abstract】 With the rapid development of economy and society, the servicisation tendency becomes obvious day by day. Enterprises face formidable pressure of competition in various fields of innovation. Based on today’s historical background, enterprises, especially service industy, will relies more and more on service innovation to create core competitive advantage. However, internal staffs play an influential role in service innovation. It is mostly the employee service innovation behavior affect whole innovation potential and the innovation effectiveness of the enterprise. Since, employee service innovation behavior is the initial point and fountainhead of enterprise’s service innovation.This research take insurance industry as the research subject, and takes the approach of literature reading, interview, case analysis and questionnaire, for the purpose of probing the connotation of employee service innovation behavior and the influencing factors such as human resource practice perception. The research draws several main conclusions as follows: (1) The concept of employee service innovation behavior has four dimensions, including sharing and collabolation, leaning and application of knowledge, approach of customer, and Initiative probe of information; (2) Human resources practice perception has both immediate effect and indirect influence on employee service innovation behavior, among which creativity and service commitment have a mediation effect.The creative points of this article are mainly reflected in: It deepened the understanding of the connotation of employee service innovation behavior. And it analyzed the function of human resource practice perception in this domain. It also studied this topic in the field of insurance industry. These creative points provide valuable reference to the expanding of service innovation study in the individual level and the management of employee service innovation behavior in enterprises. Thus, it further perfects the service innovation theories, and also lays certain foundation for the whole staff innovation in insurance industry.更多还原