顾客参与对员工越轨创新的影响机制

doi:10.6049/kjjbydc.2022120243

科技进步与对策

2023, Vol. 40

Issue (12): 151-160 DOI: 10.6049/kjjbydc.2022120243

科技人才培育

本期目录 | 过刊浏览 | 高级检索

顾客参与对员工越轨创新的影响机制

王弘钰,于佳利

（吉林大学商学与管理学院，吉林长春 130012）

The Influence Mechanism of Customer Participation on Employees' Creative Deviance

Wang Hongyu,Yu Jiali

(School of Business and Management, Jilin University, Changchun 130012, China)

摘要
图/表
参考文献
相关文章 (15)

全文: PDF (1350 KB) HTML (1 KB)
输出: BibTeX | EndNote (RIS)

摘要如何充分利用顾客参与激发员工创新性表现尚未得到很好的解答。基于压力认知评价理论，构建顾客参与影响员工越轨创新的中介调节模型，采用476份员工问卷研究发现，员工亲社会动机、组织支持感能够增强顾客参与对创新过程投入的积极作用，当亲社会动机和组织支持感都处于高水平时，顾客参与对创新过程投入的正向影响最大；创新过程投入正向影响员工越轨创新，亲社会动机、组织支持感和顾客参与的交互作用通过创新过程投入正向影响越轨创新。研究有助于丰富顾客参与和越轨创新的理论研究，并为企业实践者把握顾客参与、提升员工创新活力提供启示。

	服务

	把本文推荐给朋友
	加入我的书架
	加入引用管理器
	E-mail Alert
	RSS
	作者相关文章
	王弘钰
	于佳利

关键词 ：顾客参与, 越轨创新, 创新过程投入, 亲社会动机, 组织支持感

收稿日期: 2022-12-08 修回日期: 2023-03-07

ZTFLH:

F272.92

基金资助:国家自然科学基金项目（71872069）；教育部人文社会科学研究项目 (22XJC630005)；吉林大学研究生创新研究计划项目（101832020CX067）

作者简介: 王弘钰（1965—），女，吉林长春人，博士，吉林大学商学与管理学院教授、博士生导师，研究方向为组织与人力资源管理；于佳利（1993—），女，山东烟台人，吉林大学商学与管理学院博士研究生，研究方向为组织行为学。本文通讯作者：于佳利。

引用本文:

王弘钰,于佳利. 顾客参与对员工越轨创新的影响机制[J]. 科技进步与对策, 2023, 40(12): 151-160.
Wang Hongyu,Yu Jiali. The Influence Mechanism of Customer Participation on Employees' Creative Deviance. SCIENCE & TECHNOLOGY PROGRESS AND POLICY, 2023, 40(12): 151-160.

链接本文:

http://www.kjjb.org/CN/10.6049/kjjbydc.2022120243 或 http://www.kjjb.org/CN/Y2023/V40/I12/151

[1] MAINEMELIS C. Stealing fire:creative deviance in the evolution of new ideas[J]. Academy of Management Review, 2010, 35(4): 558-578.
[2] 王弘钰, 于佳利. 组织创新氛围对越轨创新行为的影响机制研究[J]. 软科学, 2019, 33(2): 126-129.
[3] 贾建锋, 刘志. 幽默不拘，创新不限：亲和幽默型领导与员工越轨创新[J]. 管理科学, 2021, 34(2): 69-80.
[4] 王弘钰, 万鹏宇, 夏天添. 领导权变激励、员工工作旺盛感与越轨创新行为——经验取样下的即时与延时效应[J]. 吉林大学社会科学学报, 2021, 61(2): 160-171,238.
[5] LIN B, MAINEMELIS C, KARK R. Leaders' responses to creative deviance:differential effects on subsequent creative deviance and creative performance[J]. Leadership Quarterly, 2016, 27(4): 537-556.
[6] ZHOU J, WANG X M, BAVATO D,et al. Understanding the receiving side of creativity: a multidisciplinary review and implications for management research[J]. Journal of Management, 2019, 45(6): 2570-2595.
[7] LI M, HSU C. Customer participation in services and employee innovative behavior:the mediating role of interpersonal trust[J]. International Journal of Contemporary Hospitality Management, 2018, 30(4): 2112-2131.
[8] XU F Z,WANG Y.Enhancing employee innovation through customer engagement:the role of customer interactivity, employee affect, and motivations[J].Journal of Hospitality & Tourism Research,2020,44(2):351-376.
[9] 刘德文, 高维和. 顾客参与对员工创新意愿的影响机制研究[J]. 管理学报, 2019, 16(1): 96-103.
[10] BOADI E A, HE Z, BOADI E K,et al. Customer value co-creation and employee silence: emotional intelligence as explanatory mechanism[J]. International Journal of Hospitality Management, 2020, 91: 102646.
[11] LAZARUS R S, FOLKMAN S. Transactional theory and research on emotions and coping[J]. European Journal of Personality, 1987, 1(3): 141-169.
[12] 刘淑桢, 叶龙, 郭名. 工作不安全感如何成为创新行为的助推力——基于压力认知评价理论的研究[J]. 经济管理, 2019, 41(11): 126-140.
[13] 屠兴勇, 刘雷洁, 张怡萍, 等. 亲社会动机、帮助行为如何影响关系绩效：认知信任的作用及情境条件[J]. 南开管理评论, 2020, 23(2): 203-213.
[14] AUH S, MENGUC B, KATSIKEAS C S,et al. When does customer participation matter? an empirical investigation of the role of customer empowerment in the customer participation-performance link[J]. Journal of Marketing Research, 2019, 56(6): 1012-1033.
[15] LI M, HSU C. Customer participation in services and its effect on employee innovative behavior[J]. Journal of Hospitality Marketing & Management, 2017, 26(2): 164-185.
[16] JIANG Y, XU L, CUI N,et al. How does customer participation in service influence customer satisfaction? the mediating effects of role stressors[J]. International Journal of Bank Marketing, 2019, 37(3): 691-710.
[17] BONNER J M. Customer interactivity and new product performance:moderating effects of product newness and product embeddedness[J]. Industrial Marketing Management, 2010, 39(3): 485-492.
[18] XU A J, ZHU T T, LOI R,et al. Can customer participation promote hospitality frontline employees' extra-role service behavior[J]. International Journal of Contemporary Hospitality Management, 2023, 35(1): 218-234.
[19] 刘德文, 高维和, 闵凉宇. 挑战还是阻断？顾客参与对员工双元创新行为的影响[J]. 外国经济与管理, 2020, 42(7): 3-20.
[20] AMABILE T. The social-psychology of creativity:a componential conceptualization[J]. Journal of Personality and Social Psychology, 1983, 45(2): 357-376.
[21] FANG E. Customer participation and the trade-off between new product innovativeness and speed to market[J]. Journal of Marketing, 2008, 72(4): 90-104.
[22] MADJAR N, ORTIZ-WALTERS R. Customers as contributors and reliable evaluators of creativity in the service industry[J]. Journal of Organizational Behavior, 2008, 29(7): 949-966.
[23] KARLSSON J, SKALEN P. Exploring front-line employee contributions to service innovation[J]. European Journal of Marketing, 2015, 49(9-10): 1346-1365.
[24] LIU D, HAN S, ZHANG J. The golden mean:research on the mechanism of customer participation in employee service innovation[J]. Journal of Retailing and Consumer Services, 2022, 68: 103040.
[25] LOI R, XU A J, CHOW C W C,et al. Linking customer participation to service employees' work-to-family enrichment: the role of job crafting and OBSE[J]. Journal of Occupational and Organizational Psychology, 2020, 93(2): 381-404.
[26] ZHANG X, BARTOL K M. Linking empowering leadership and employee creativity:the influence of psychological empowerment, intrinsic motivation, and creative process engagement[J]. Academy of Management Journal, 2010, 53(1): 107-128.
[27] OU Z, CHEN T, LI F,et al. Constructive controversy and creative process engagement: the roles of positive conflict value, cognitive flexibility, and psychological safety[J]. Journal of Applied Social Psychology, 2018, 48(2): 101-113.
[28] YANG J, LEE H W, ZHENG X,et al. What does it take for voice opportunity to lead to creative performance? supervisor listening as a boundary condition[J]. Journal of Business and Psychology, 2021, 36(6): 1137-1150.
[29] 王晓艳, 高良谋. 用户创新期望对员工创新行为的影响——一个有调节的中介模型构建与检验[J]. 经济管理, 2020, 42(1): 93-108.
[30] 孙健敏, 陆欣欣, 孙嘉卿. 组织支持感与工作投入的曲线关系及其边界条件[J]. 管理科学, 2015, 28(2): 93-102.
[31] 朱頔, 张骁, 王洁. 含蓄之美：感知的创新期待对员工创新工作绩效的影响机制研究[J]. 研究与发展管理, 2021, 33(3): 176-186.
[32] LIN X, LU L, OZER M,et al. Am I motivated to share knowledge for better innovative performance? an approach and avoidance framework[J]. Journal of Applied Psychology, 2023, 108(1): 138-151.
[33] ZHU J N Y, LAM L W, LAI J Y M. Returning good for evil:a study of customer incivility and extra-role customer service[J]. International Journal of Hospitality Management, 2019, 81: 65-72.
[34] GRANT A M, SUMANTH J J. Mission possible?the performance of prosocially motivated employees depends on manager trustworthiness[J]. Journal of Applied Psychology, 2009, 94(4): 927-944.
[35] SONG Y, LIU Y, WANG M,et al. A social mindfulness approach to understanding experienced customer mistreatment: a within-person field experiment[J]. Academy of Management Journal, 2018, 61(3): 994-1020.
[36] SKERLAVAJ M, CONNELLY C E, CERNE M,et al. Tell me if you can: time pressure, prosocial motivation, perspective taking, and knowledge hiding[J]. Journal of Knowledge Management, 2018, 22(7): 1489-1509.
[37] PERRY-SMITH J E, MANNUCCI P V. From creativity to innovation:the social network drivers of the four phases of the idea journey[J]. Academy of Management Review, 2017, 42(1): 53-79.
[38] GILSON L L, SHALLEY C E. A little creativity goes a long way:an examination of teams' engagement in creative processes[J]. Journal of Management, 2004, 30(4): 453-470.
[39] XU F, WANG X. Leader creativity expectations and follower radical creativity based on the perspective of creative process[J]. Chinese Management Studies, 2019, 13(1): 214-234.
[40] DAWSON J F, RICHTER A W. Probing three-way interactions in moderated multiple regression:development and application of a slope difference test[J]. Journal of Applied Psychology, 2006, 91(4): 917-926.
[41] EDWARDS J R, LAMBERT L S. Methods for integrating moderation and mediation:a general analytical framework using moderated path analysis[J]. Psychological Methods, 2007, 12(1): 1-22.