Research on the Driving Path of Employee Service Innovative Behavior from the Perspective of AMO Theory:Based on Fuzzy-set Qualitative Comparative Analysis
With the increasingly fierce competition in the market and the growing pursuit of differentiated services by customers,how employees can improve service quality and customer satisfaction by providing innovative services has become a focus of attention for researchers at home and abroad.Based on the AMO theoretical framework,individual and situational factors are integrated and the fsQCA approach is applied to uncover the complex causal mechanisms driving employees to produce high/non-high service innovative behavior.It was found that(1)a single antecedent condition cannot constitute a necessary condition for employees to generate high or non-high service innovative behavior,but harmonious work passion plays a more universal role in driving employees to generate high service innovative behavior.(2)Six paths can drive employees to generate high service innovative behavior,including ability-driven under the leadership support context,passion-driven under the leadership support context,and passion-driven under the job autonomy context.(3)Four paths can drive employees to develop non-high service innovative behavior,including ability deficiency type,opportunity deficiency type,and motivation deficiency type.The findings of this paper help to deepen the understanding of the complex causal mechanism of multifactor linkage influencing employees'service innovative behavior,and provide useful insights for enterprises to induce employees'service innovative behavior.
Employee Service Innovative BehaviorAbility-Motivation-Opportunity TheoryConfigurational AnalysisQCA Approach
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