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- Title
知识交换能否提升旅游企业员工的服务创新行为?.
- Authors
余传鹏; 叶宝升; 朱靓怡
- Abstract
The employees’service innovative behavior can help tourism enterprises win competitive advantage in market competition by innovating service ways, meeting the diversified service needs of customers, and increasing the perceived value of customers, thereby improving customer satisfaction and loyalty. In the context of knowledge economy, knowledge exchange among employees of tourism enterprises has become an important means of knowledge transmission. For example, employees can absorb tacit knowledge (involving personal service experiences and skills) through imitation and demonstration effect. Some researches believed that knowledge exchange can directly promote service innovative behavior. However, the service innovative behavior originated from knowledge transfer effect was not obvious, which means that the knowledge transfer rate in tourism service was low. Is the knowledge exchange of employees in tourism enterprises really able to promote service innovative behavior? What kind of internal mechanism of knowledge exchange affects service innovative behavior? Based on the views of stimulus- response, we first built a one- stage model that knowledge exchange directly affects service innovative behavior. Second, we constructed another two-stage model that potential absorptive capacity and realistic absorptive capacity play as mediation variables between knowledge exchange and service innovative behavior. Third, the moderation effect of leader-member exchange (LMX) following the trait- activation theory was explored and employees in three different kinds of tourism enterprises (namely tourism attractions, travel agencies and hotels) were employed to conducted multigroup analysis. Using a sample of 344 tourism employees from Pearl River Delta, the paper compared the mentioned different models by particularly checking their explained variance. partial least squares-structural equation modeling was employed to testify the models. The results show that: (1) The two- stage model considering the effect of knowledge acceptance and knowledge application in the formation process of employee service innovative behavior in tourism enterprises is more explanatory than the one- stage model. (2) The potential absorptive capacity and realistic absorptive capacity play full mediation roles between knowledge exchange and service innovative behavior in tourism enterprises. That is, in the process of encouraging the employees’service innovative behavior in tourism enterprises, knowledge exchange belongs to“hygiene”factors, while the cultivation of absorptive capacity belongs to“motivator”factors (given the“motivation- hygiene” theory,“hygiene”factors play through“motivator”factors); in addition, the effect size technology shows that compared with the mechanical process of knowledge acceptance and application considering encouraging service innovative behavior, the organic process of knowledge acceptance and application is better. (3) Leader- member exchange (LMX) negatively moderates the mechanical knowledge application process. However, the moderation effect of leader- member exchange in the process of organic knowledge application does not exist. (4) According to the results of multigroup analysis, the knowledge exchange of employees in hotels, compared with that of employees in tourist attractions and travel agencies, was more likely to improve service innovative behavior through absorptive capacity.
- Publication
Tourism Tribune / Lvyou Xuekan, 2020, Vol 35, Issue 12, p92
- ISSN
1002-5006
- Publication type
Academic Journal
- DOI
10.19765/j.cnki.1002-5006.2020.12.012