论文部分内容阅读
为应对日益激烈的竞争,企业在自身稳固发展的基础上,正不断进行创新探索。传统的技术创新已不能满足要求,必须进行服务创新。而服务经济的不断发展,使越来越多的企业吸引顾客参与到服务创新过程中。员工和顾客是企业进行服务创新的内外部资源,而顾客的参与改变了员工原来的标准工作流程,改变了员工角色压力,进而影响到员工工作满意感。本文从角色压力视角,探讨顾客参与服务创新对一线员工工作满意感的负面影响,并提出相应管理策略。
In response to the increasingly fierce competition, enterprises are constantly innovating and exploring on the basis of their steady development. The traditional technological innovation can not meet the requirements, we must innovate the service. The continuous development of the service economy has enabled more and more enterprises to attract customers to participate in service innovation. Employees and customers are the internal and external resources for service innovation of enterprises. The participation of customers has changed the original standard workflow of employees and changed the pressure of employees’ roles, thereby affecting staff’s sense of job satisfaction. This article discusses the negative impact of customer engagement in service innovation on the job satisfaction of front-line employees from the perspective of role-based stress and puts forward corresponding management strategies.