CAJ | 학술논문

以银行业为研究对象，实证分析组织环境因素通过个体感知影响服务型组织前台员工服务创新创意产生的驱动机制。研究结果显示，组织支持、工作满意度和服务接触质量对前台服务创新创意产生都存在正向直接作用。组织支持和工作满意度还通过服务接触对创意产生存在正向间接影响。而前台员工对组织的情感承诺通过服务接触的中介作用也对创意产生存在正向影响，员工情感耗竭通过服务接触的中介作用对服务创新创意的产生存在负向影响。因此，服务型组织应增加对前台员工的支持和关注，改善前台员工对组织工作的感受，进而改善服务接触质量以增强其发现服务创新机会和传递服务创新创意的意愿。
이은행업위연구대상，실증분석조직배경인소통과개체감지영향복무형조직전태원공복무창신창의산생적구동궤제。연구결과현시，조직지지、공작만의도화복무접촉질량대전태복무창신창의산생도존재정향직접작용。조직지지화공작만의도환통과복무접촉대창의산생존재정향간접영향。이전태원공대조직적정감승낙통과복무접촉적중개작용야대창의산생존재정향영향，원공정감모갈통과복무접촉적중개작용대복무창신창의적산생존재부향영향。인차，복무형조직응증가대전태원공적지지화관주，개선전태원공대조직공작적감수，진이개선복무접촉질량이증강기발현복무창신궤회화전체복무창신창의적의원。
Based on the banking industry , this paper investigates the driven mechanism of the effect of organization support on the generation of service innovation ideas by front office staff through individual perceptions .Empirical analysis shows that job satis-faction, organizational support and services contact quality have direct positive effect on their generation of service innovation ide -as.In addition, organizational support and job satisfaction also have indirect positive impact on their generation of service innova -tion ideas through the service contact quality .Organization emotional commitment has positive mediating effect while emotional exhaustion has negative mediating effect on the front office staff generation of service innovation ideas by service contact quality . The results show that service-oriented organization should increase the support and attention to the front office staff to improve service contact quality , which will increase service innovation idea .