員工創新行為之研究-以服務業為例

Employee Innovative Behavior: An Investigation in Service Industry

林冠霆(Kuan-Ting Lin)

指導教授 ： 呂姿瑩

國立臺北大學/商學院/企業管理學系/碩士(2014年)

摘要

雖然服務業目前為我國經濟之主體，但是服務業的創新程度不足，是阻礙服務業發展的原因之一。服務業者同時也要面對潛在新進者進入的威脅，因此持續地創新便成為了企業組織的重要議題，由於創新也能提升組織的競爭力，所以服務創新之研究近年來也備受企業所關注。然而，過去創新行為之研究主要焦點多放在組織層面，鮮少針對員工個人的創新行為作探討，而影響員工創新行為之因素，雖然包含了個人層面、團體層面與組織層面的因素，但是鮮少有研究把焦點全放置在人際關係的維持對於員工個人創新行為之影響，因此本研究透過文獻回顧與質性訪談的結果，探討並提出影響員工創新行為的前置因素與中介變數，包含「員工與主管之相處關係」、「員工與同事之相處關係」、「團體規範」、「自我效能」。本研究以國內269位美髮美容設計師作為實證研究對象，並透過PLS軟體驗證本研究所提出之研究模型。
本研究主要有兩項貢獻：首先，本研究發現當員工與主管之間相處融洽時，表示主管在做任何決定時會尊重員工，同時也會給予員工建議並適時提供幫助，這些情形不僅會提升員工個人的信心，同時也會提升員工遵守團體規範的意願，這些因素都能促進員工創新行為的產生。其次，本研究發現當員工與同事之間相處融洽時，表示員工與同事之間會有相互幫助、資訊提供、想法分享、以及認同團體與成員等，這些因素不僅能提升員工的信心，也能提升員工遵守團體規範的意願。因此，本研究之結果能提供給企業經理人未來在管理部屬方面，能有更多的策略參考。

關鍵字

員工與主管之相處關係 ； 自我效能 ； 團體規範 ； 員工創新行為 ； 員工與同事之相處關係

並列摘要

Although service industries are becoming the main economic activities in Taiwan, there is a problem in that which is short of the degree of innovating, and it is one of the problems that delaying the development of service industries. Because of the threat of potential newcomers, the service providers have to face it and continue innovating to overcome this threat. To continue innovating is also the source ofenhancing organization’s competitiveness. Therefore, the researches of innovation become the main subject in organizations recently. However, there were many researches discussed the innovative behavior on organization-level in the past, and short of researches discussed it on individual-level. Though the factors, influence theemployee’s innovative behavior, have individual-level, group-level and organization-level, there is less research all focus on the interpersonal relationship maintenance. Therefore, it is the main reason for this research to discuss and provide six hypotheses to test. Finally, this research surveys 269 hair designers and use the PLS model toanalyze the antecedents of employee innovative behavior and innovative behavior results.
The result of this research has two contributions. First, when the relationship is good between supervisor and employee, the employee can get more respects, advices and assistance from his supervisor. These results can boost the employee’s self-efficacy and enhance the employee’s willingness to conform the group norms. As a result, that is why can encourage the employee to develop the innovative behavior. Second, when the relationship is good between employees and peers, the employee can get more respects, information, ideas and assistance from others. It not only can boost the employee’ confidence, but also can enhance the group identification of employee to let him want to conform the group norms. Finally, the two contributions can give a manager to deal with their employees and make a good strategy in managing subordinates.

並列關鍵字

self-efficacy ； Employee innovation behavior ； group norms

參考文獻

leader-member exchange, transformational and transactional leadership, and

唐永泰(2008)。轉換行領導、交易型領導與員工創新行為之關係。創新與管

蔡啟通(2006)。領導者部屬交換與員工創新行為：組織正義之中介效果及組織特性之干擾效

蔡啟通、高泉豐(2004)。動機取向、組織創新氣候與員工創新行為之關係：Amabile 動機綜效

陳偉恩(2013)。服務創新行為之研究 (未出版之碩士論文)。臺北大學 企業管理系研究所，新