| With the advent of the era of innovation-driven economy,innovation has become a weapon for enterprises to participate in market competition.According to the statistics in 2017,the contribution of service industry growth to national economic growth is 58.8%,which accounted for more than half of GDP,and the service industry has gradually become a new engine for China's economic development.With the rapid development and booming of the service economy,the service trend of the contemporary economy has become an inevitable trend of the times.The competition mode of the modern service industry has undergone fundamental changes,from hardware competition to price competition to service competition.In the era of "mass entrepreneurship and innovation",competition based on price war is bound to put service companies in a desperate situation.Therefore,in the fierce market competition,service innovation has become the first driving force for the survival and development of service enterprises and is also a key way of gaining a competitive advantage for them.With the advent of the era of innovative economy,innovation is no longer just the task of senior corporate personnel and each member of the organization is an innovation source.For service companies,employees are the groups that direct contact with customers and the increasingly diversity and personalized needs of customers are also captured and feedback by employees.The level of innovation of the company is directly demonstrated by employees.As a connotation-rich research field,research on service innovation has received extensive attention in recent years.But compared with innovative behaviors such as manufacturing,due to the intangibility of services,the simultaneity of production and consumption,perishability and non-storability,etc.,there is a significant difference between research on service innovation and technological innovation,and due to the research time is not long,the theoretical development lags far behind the needs of practice.Human resource management practice is an important environmental factor affecting employees' work behavior,which will inevitably play an important role in stimulating employee service innovation behavior.Therefore,in the service background,starting from the service-oriented high performance work system at the organizational strategy level,to explore the mechanism and boundary conditions of service innovation is benefit for the service enterprises to effectively improve employee and organizational service innovation,meet the customer diverse needs,and enhance their competitiveness by using human resource management practices.Based on the above theoretical and practical backgrounds,this study takes the employees of hotel service companies as the research objects.Based on the review of relevant literature and the AMO theory and self-determination theory,the following researches are carried out:First,this study explores the relationship between service-oriented high performance work systems and hotel service innovation while combing the literature on service innovation.Since service innovation is an innovation theory applied to service enterprises,and there is a big difference between technology innovation,the innovation theory based on manufacturing technology innovation can not be completely copied into the research of service innovation,nor can it completely reveal the law of service innovation.At the same time,the relevant theoretical research on service innovation is extremely scarce,so it is necessary to develop targeted innovation theory(service innovation)to better explain the development of practice.As an important influencing factor in the organization,human resource management practices not only determine the behavior and output of employees,but also affect the output of the organization to a large extent.This study believes that the service-oriented high-performance work system for hotel services promoted by hotel companies within the organization can effectively predict the level of service innovation of employees and organizations within the organization.Second,human resources are the most important resource for service enterprises.The human resource management practice in the organization is the focus of this research by what kind of mechanism is applied to the performance of employee service innovation.Based on AMO theory and self-determination theory,this study separately discusses the mechanism of service innovation from the organizational level and individual level.On the one hand,the organization transmits signals such as expectations,rewards and support for service innovation to employees,creates a good service climate,builds a hotbed for service innovation,and allows service innovation;On the other hand,innovation comes from the internal driving force of employees,which will inevitably be affected by the attitude of employees.Work engagement as a positive psychology and behavioral state gives employees more energy and makes them willing to carry out service innovation.Based on the relationship paradigm of"organizational practice-psychological cognition-behavioral will",this combination of explicit external environmental factors and positive intrinsic motivation can effectively stimulate the positive behavior of employees and promote the service innovation of the organization.In summary,this study discusses the mediating effect of the service-oriented high performance work system and service innovation among the organizational level of the climate-organizational service climate and individual level attitude-the employee work engagement.Third,this study explores the boundary conditions for service-oriented high performance work systems and service innovation relationships.On the one hand,employees' attitude plays a crucial role in the success of organizational innovation in today's workplace.Individual attitude and behaviors can contribute to the success of innovation and can also lead to failure of innovation.Based on specific issues and situations,the attitude of a particular change will determine whether the employee chooses to support or resist the change.Therefore,this study introduces attitudes toward specific changes as a boundary condition and explores its moderating effect in the service-oriented high performance work system and service innovation relationship.On the other hand,the effectiveness of enterprise human resource management practice depends on the departmental leadership.Therefore,leadership factors and institutional factors coexist in the organization.Leadership or leadership behavior and human resource management measures are the two core factors affecting workplace outcome variables and are two important ways to influence individual attitudes and behaviors,both of which are considered to help fully reflect the impact of organizational contextual factors on individuals.Therefore,this study introduces servant leadership as the second boundary condition and explores its moderating effect.Based on AMO theory and self-determination theory,this study explores the impact of service-oriented high performance work system on organizational and employee service innovation,and discusses its mediating effect between the organizational service climate and employee work engagement from the organizational level and individual level.Meanwhile,this paper explores the attitude of whole employees in dealing with specific changes and the moderating effect of servant leadership as a boundary condition.The data collected from 1021 employees of 54 hotel service companies shows that there is a positive relationship between service-oriented high performance work system and organizational service climate and employee work engagement,and there is also a positive relationship between organizational service climate,organizational service innovation and employee service innovation.It also shows that organizational service climate plays a mediation role among the service-oriented high performance work systems,organizational service innovation and employee service innovation.There is a positive relationship between employee work engagement and employee service innovation.Employee work engagement plays a mediating role between service-oriented high performance work system and employee service innovation;The overall attitude of employees to specific changes can effectively adjust the positive relationship between organizational service climate and organizational service innovation,meanwhile it can also effectively moderate the effect of service-oriented high performance work systems on organizing service innovation through organizational service climate;Servant leadership could effectively moderate the positive relationship between service-oriented high performance work systems and employee work engagement.The current research contributes as following:First,this study enriches the antecedent exploration of service innovation,expands the relevant theoretical research of service innovation,and supplements the relevant empirical research on service innovation.Second,this study reveals the specific goal-oriented human resource management practices,namely the positive role of service-oriented high performance work systems.Third,this study expands the research of predecessors by demonstrating the service climate at the organizational level and the work engagement at the staff level.Fourth,this study combines the human resource management practices with leadership styles.Fifth,this study enriches the research on the antecedent variables of organizational service climate and employee work engagement.Sixth,the attitude towards specific changes is discussed as a boundary condition,which improves the uniformity of related research to a certain extent.At the same time,the findings of this study have the following practical contributions.First,this study reveals the path that two kinds of managers can achieve service goals.On the one hand,managers can emphasize the importance of high-quality services and create a shared sense of service climate among employees;On the other hand,managers can focus on the employee work engagement so as to better identify and meet customer needs.Second,from the perspective of personnel management,it is helpful to improve service innovation by applying specific goal-oriented human resource management practices to establish good relationships with employees.Third,enterprises should make employees to take more service-oriented human resource management activities.On the one hand,it could strengthen employees' perception of the urgent need to provide high-quality services.On the other hand,it could enhance employees' awareness and willingness to provide high-quality services. |
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