The Perspective Of Knowledge-based Service Employees Innovative Behavior Research

Knowledge economy age, information and knowledge are regarded as the main driver of value creation in economic development (Zuboff,1996). As the most important strategic resources of modern society, knowledge plays an indispensable and decisive effect in current economic and social development. Meanwhile, global economy has been transformed into innovative-based form in the 21st century. As for service business, innovation is the main source of competitive advantage. Similarly, as a basis for organizational innovation, employee innovation behavior is directly related to survival and development of enterprises. Woodman, Sawyer, Griffin (1993) pointed out that the result of innovation was extended to the team, organization, and even the society by individuals, that is to say, no matter what kind of innovation, the basis of all innovation came from individuals. Employee creativity and innovation behavior is a source and starting point of organizational innovation, is the fundamental driving force for sustainable development. Therefore, how to effectively manage service employee innovation behavior, which becomes an universal problem for enterprise.At present, there are varied angles for employee innovative behavior, At present, there are many kinds of visual angle for employee innovation behavior, involving macroscopical facets, such as society, business, organization and other factors, also related to microscopic facets, such as staff characteristics, however the fundamental premise of performance improvement of employees innovation behavior for service business is to understand the nature of innovation behavior, and as a research starting point. As a key factor to achieve innovation, knowledge becomes an important breakthrough to study innovation, so this topic is from the perspective of knowledge, achieves the unity of knowledge concept's epistemology and knowledge concept's utility through "subjective probability", and is applied in specific behavior study. The topic follows "information-knowledge-behavior" research ideas, synthesizes and exerts management theory, economics theory, behavioral science theory and other related subjects, puts up system research on. The main contents and results are as follows: i Theory basis of research on service employee innovation behavior. First, according to customer demand changes, the paper systemically describes the evolution of service form supplied by service enterprises, sequentially deduces that employee innovation behavior is the highest form of service development, which is the inevitable result of personalized service, puts forward the spiral evolution between innovative service and standardized service. Second, the paper defines the concept of employee innovation behavior, carries out their behavior characteristics and internal and external motivation analysis, points out that employee innovation behavior is a Pareto improvement in a way. Third, based on related innovation classification research, the paper analyzes represent forms of employee innovation behavior, sums up the service content, service form, service flow, service sensibility four innovation forms.ii Research on production mechanism of service employee innovation behavior based on knowledge perspective. First, the paper carries out transformation mechanism between information and knowledge for employees based on utility theory, which will lay the foundation for employees' knowledge acquirement study. Second, based on subjectivism of individual knowledge, the paper analyzes individual knowledge subjective probability and individual knowledge threshold value, confirms its presence by questionnaire analysis. Third, combining with employees' knowledge cognition and knowledge acquisition, the paper puts up research on production mechanism of service employees innovation behavioriii Designs on service employee innovative behavior scale and information acquirement scale. Based on home and abroad literatures, combining with service employees own characteristics, the paper designs service employee innovation behavior scale and information acquirement scale which have a certain degree of reliability and validity. The paper puts forward service employee innovation behavior has four-dimensional structure, namely innovation orientation, innovation ideas generation, innovation ideas implementation, innovation ideas practice. And service employee information acquirement has four-dimensional structure according to path, namely information transfer between employee and customer, information transmitting between employee and organization, information sharing between employee and colleague, information acquirement between employee and exterior. The paper puts up exploratory factor analysis and confirmatory factor analysis by sample statistics to test the two scales'dimension structure. Simultaneously the paper analyzes service employee innovation behavior and information acquirement variables have differences in gender, position, age and personal background variables.iv Relation researches on between service employee individual knowledge subjective probability and innovation behavior structure dimension. Through relation analysis, the paper tests that service employee individual knowledge subjective probability is significantly negatively related to innovation orientation of innovation behavior, and service employee individual knowledge subjective probability threshold value is significantly negatively related to innovation ideas implementation of innovation behavior. The paper reveals that service employee individual knowledge subjective probability and threshold value play an important part in innovation behavior.v Analysis on the relationship path between path dimensions of service employees' information acquirement and process dimensions of innovation behavior with structural equation model. There are significant correlation among information transfer between employee and customer, information transmitting between employee and organization, information sharing between employee and colleague, information acquirement between employee and exterior with innovation orientation, innovation idea generation, innovation idea implementation, innovation idea practice. Among these paths, information transfer between employee and customer, information acquirement between employee and exterior have a larger contribution of innovation behavior.The main research innovations are in the following areas:i Unique research ideasFirst, research perspective is uniquely selected. Employee innovation behavior is mostly based on sociology, behavior, psychology and other subjects, however the paper selects knowledge perspective, follows "information-knowledge-behavior" research idea, carries out systemic research on service employee innovation behavior, which has innovative research ideas. Second, study object is uniquely selected. Although there are many researches about employee innovation behavior, which are based on high technology enterprises or creative team which belong to knowledge-intensive enterprises. There are lack in research on the service employees with knowledge and work double-intensive. So this study makes up the current research gaps. Third, research method is uniquely selected. The paper selects economics'utility theory to explain the transformation mechanism between information and knowledge.ii Subjective probability introduction and application in employee individual knowledge representationBased on the concept "knowledge is convinced belief", the paper adopts "subjective probability" to express the assuredness degree of employee individual knowledge, this form of knowledge presentation with subject probability achieves the unity of knowledge concept's epistemology and knowledge concept's utility. Meanwhile, the questionnaires are adopted to investigate the existence problem of subject probability and subject probability threshold value, and to measure their size problem with interval form. At the same time, combining with service employee innovation behavior, the paper analyzes production mechanism of service employee innovation behavior based on knowledge perspective, which have some originality.iii Effective design on service employee innovation behavior scale and information acquirement scaleBased on home and abroad study literatures, in particular according to work characteristics of service employees, the paper designs service employee innovation behavior scale and information acquirement scale, and the two scales have reliability and validity through analysis. Through data collection and sorting, the paper tests service employee innovation behavior has four structure dimensions, namely innovation orientation, innovation ideas generation, innovation ideas implementation, innovation ideas practice. And tests service employee information acquirement has four path structure dimensions, namely information transfer between employee and customer, information transmitting between employee and organization, information sharing between employee and colleague, information acquirement between employee and exterior.