The Influence Of The Quality Of Leader-Member Exchange On The Service Innovation Of First-Line Staff

Commercial banks are facing more and fiercer market competition.In order to maintain competitive advantage,it is essential to continuously improve the service innovation of banks,and the front-line employees are the driving force of service innovation.Based on leadership-member exchange theory,this paper explores the influence of leadership-member exchange quality on service innovation of front-line employees.This paper first introduces the research background,significance,research contents,methods,innovations and shortcomings,and discusses the importance and necessity of how to strengthen the service innovation of front-line employees under the current market background.Secondly,this paper introduces the theoretical basis related to this paper and the relevant domestic and foreign research review,on the one hand,introduces the development and evolution of leadership-member exchange theory in detail.This paper introduces the connotation of leadership-member exchange theory and the internal mechanism of leadership-member exchange.On the other hand,this paper introduces the research on leadership-member exchange quality and employee service innovation in detail,as well as the research on the relationship between leadership-member exchange quality and employee service innovation.Most of the current literature uses leadership-member exchange quality as an intermediary variable to explore the impact of other pre-variables on employee service innovation.However,few scholars regard leadership-member exchange quality as a pre-dependent variable to explore its impact on employee service innovation.Therefore,there are some innovations in the selection of pre-dependent variables and the construction of the model in this paper.Thirdly,based on the leadership-member exchange theory and other scholars' research results,this paper puts forward the research hypothesis of this paper,constructs the corresponding theoretical model,and takes the leader-member exchange quality as the pre-dependent variable.Employee service innovation as a result variable,scenario Factors as adjustment variables and individual characteristics of employees as control variables.At the same time,based on the mature measurement scale and research results of domestic and foreign scholars,this paper designs the questionnaire of this paper,modifies the original questionnaire from the two aspects of text expression and small-range reliability and validity test,and forms a formal questionnaire.It also verifies the standardization and rationality of the formal questionnaire.Finally,a total of 438 questionnaires were collected from front-line employees of Ping an Bank of Zhengzhou City through electronic questionnaire,24 invalid questionnaires were eliminated and 414 valid questionnaires were obtained by eliminating false test questions and filling in incomplete invalid questionnaires.The effective rate is 94.52%..The individual characteristics of the sample and the score results of the measured questions were analyzed by descriptive statistics,and the reliability,validity,correlation and regression analysis were carried out by using the SPSS23.0 statistical software.Through the research,the following conclusions are drawn: leadership-member exchange quality has a significant positive impact on the service innovation of front-line employees;Situational factors can significantly enhance the positive effect of leadership-member exchange quality on employee service innovation,and the service innovation of employees with different characteristics has positive promoting effect,but there are differences;Therefore,the hypotheses in this paper are valid,such as H₁,H₂ and H₃.Then,combined with the results of empirical analysis,this paper puts forward the following countermeasures and suggestions to promote the service innovation of bank front-line employees,including: perfect leadership-member communication channels;correct understanding of staff communication work,selection of the most suitable ones "people in the circle";optimize the way of leadership management,improve the organizational scene environment,and so on.At last,the author puts forward the prospect of the current selection of "inner people",which is mainly based on their own emotional judgment and lacks scientific and reasonable evaluation criteria.The next step is to explore in-depth the standards of "people in the circle" of leadership,and to further improve the leadership.-members exchange quality so as to maximize innovation in front-line employee service.