A Study Of The Impact Of Customer Employee Exchange On The Innovation Behavior Of The Frontline Employees In Service Enterprises

China's economic development has entered the middle and late stage of industrialization.The service industry has a higher proportion in the national economy.The service industry is an important engine to promote the transformation and upgrading of the economy.The development and upgrading of service industry needs innovative support,and innovation has become the core competitiveness of the development of service enterprises.The front-line service staff is one of the important sources of enterprise service innovation concept,and is also an important driving force for the implementation of innovation.The production and consumption links of service products are hard to separate.Customers will participate in the process of daily service production,service formulation and service delivery to some extent.In the service production process,the daily interaction and interaction between customers and front-line employees has become an important part.Employees need to interact with customers frequently,and customers are affecting the innovative behavior of employees all the time.By forming a high level exchange relationship with customers,employees may work together to create innovative services.At present,little research on customers staff exchange on service industry will have a positive impact on employee behavior,on the basis of reviewing and analyzing related literature,from the perspective of service staff perspective,put forward the customer employee psychological safety exchange relationship,the hypothetical model between sense and service staff innovation behavior.In this study,a questionnaire survey was conducted.The survey was conducted on the front-line employees of the service industry.The statistical data were used to analyze the sample data.The results showed that the influence mechanism of customer employee exchange relationship on the innovative behavior of the front-line employees in the service industry was explored.(1)customers staff exchange on service employee innovation behavior has a significant positive effect,solidarity,harmony and exchange of information on three dimensions of innovative ideas of the generation and implementation of innovative ideas have a significant positive effect;(2)customer employee safety psychological exchange on employee sense of relationship has a significant positive effect and the three dimensions of employee psychological safety has a significant positive impact of solidarity,harmony and exchange of information;(3)the psychological safety of staff of the service industry employees innovation behavior has a significant positive effect,employee psychological safety and innovation have positive effect to implement the idea of all sense of service innovation of the staff significant;(4)psychological safety plays a mediation role between customer member exchange and service enterprises employee innovation behavior.This study reveals the relationship between the customer employee exchange relationship and the innovation behavior of the frontline employees in the service industry.It enriches the theoretical research on employee innovation behavior,and provides guidance for the service enterprises to promote employees' innovation behavior.