Exploring the Influence of Customer Participation on Employee Service Innovation Behavior: The Mediating Effect of Customer Psychological Empowerment and the Moderating Effect of Organizational Innovation Climate
Autori:
Chunmei ZHOU, Hui ZHANG
Cod: ISSN: 1583-3410 (print), ISSN: 1584-5397 (electronic)
Dimensiuni: pp. 159-181
How to cite this article:Zhou, C., Zhang, H. (2017). Exploring the Influence of Customer Participation on Employee Service Innovation Behavior: The Mediating Effect of Customer Psychological Empowerment and the Moderating Effect of Organizational Innovation Climate. Revista de Cercetare si Interventie Sociala, 57, 159-181. |
Abstract:
Previous studies have found out the positive relationship between customer
participation and employee service innovation behavior. In the era of the experience
economy, moreover, customer participation is an effective method to
solve the lag problem of employee service innovation. Using questionnaire data
collected between April and July 2016 from 20 service enterprises in Fuzhou,
Xiamen, and Quanzhou of China, we carried out an empirical analysis of the
mechanism of the influence of customer participation on service innovation
behavior from the perspective of customer psychological empowerment and organizational
innovation climate, on the basis of cognitive evaluation theory. We
found that the higher the degree of customer participation, the better the front-line
employee service innovation behavior in service enterprises. The enhancement of
the level of front-line employee service innovation mainly relies on the promotion
of options, right to know, influence, and other dimensions of customer psychological
empowerment. In addition, organizational innovation climate positively
moderates the relationship between customer psychological empowerment dimensions
and employee service innovation, indicating that the mediating effects
of customer psychological empowerment dimensions on employee service innovation
behavior are state dependent. The findings of this study provide a significant
decision-making reference for service enterprises to prevent the lag of
employee service innovation.
Keywords:
service enterprise, customer participation, customer psychological empowerment, employee service innovation behavior, organizational innovation climate.
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