服务创新靠“领导”，还是靠“制度”？服务型领导和服务导向人力资源管理制度对员工服务创新的影响

摘要/Abstract

摘要：

随着服务业快速发展并在国民经济中占主导地位，服务创新逐渐成为一个热点课题。不同于以往在产业、行业等宏、中观层面的分析，本研究基于微观视角，旨在考察一线员工服务创新的影响因素和作用机理。基于AMO理论，本文指出“领导”（服务型领导）和“制度”（服务导向人力资源管理制度）因素均会通过提升员工的服务创新能力、动机和机会进而提升其服务创新水平。以某商业银行的378名客户经理为研究对象，结果发现：服务导向人力资源管理制度会通过提升员工服务创新能力、动机和机会这三条路径而影响服务创新；服务型领导只会通过提升服务创新动机和机会而影响服务创新。进一步地，服务导向人力资源管理与服务型领导会协同影响员工的服务创新能力、动机和机会，进而提升其服务创新水平。本研究从微观角度揭示了有助于提升一线员工服务创新的“领导”因素和“制度”因素及其作用路径，对企业的服务创新管理有一定的启示意义。

关键词: 服务导向人力资源管理, 服务型领导, AMO模型, 服务创新

Abstract:

With the rapid development of service industry, considerable attention has been given to the notion of service innovation. However, prior literature primarily investigated service innovation from macro or meso perspectives, paying less attention to the antecedents and mechanisms of frontline employees' service innovation from a micro perspective. Based on the AMO framework (ability-motivation-opportunity), we introduce service innovation ability, service innovation motivation, and service innovation opportunity, to test the influence of “leader” (servant leadership) and “system” (service-oriented human resource management system) factors on service innovation through these three paths. Analysis of a sample of 397 frontline client managers from a commercial bank indicates: service-oriented human resource management has a positive effect on service innovation, through the mediating role of service innovation ability, service innovation motivation, and service innovation opportunity; servant leadership has a positive effect on service innovation through the mediating role of service innovation motivation and service innovation opportunity (not service innovation ability). Further, servant leadership and service-oriented human resource management have an interactive influence on service innovation through service innovation ability, service innovation motivation, and service innovation opportunity. The findings deepen our understanding of antecedents that foster frontline employees' service innovation, and provide implications for service innovation management from both the “leader” and the “system” perspectives.

Key words: servant leadership, service-oriented human resource management, AMO, service innovation

王震, 宋萌, 彭坚, 张雨奇. 服务创新靠“领导”，还是靠“制度”？服务型领导和服务导向人力资源管理制度对员工服务创新的影响[J]. , 2018, 30(11): 46-56,67.

Wang Zhen, Song Meng, Peng Jian, Zhang Yuqi. “Leader” or “System”? Understanding the Relationship between Servant Leadership, Service-Oriented Human Resource Management and Employee Service Innovation[J]. , 2018, 30(11): 46-56,67.

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