資訊服務業服務創新研究：社會影響與關係交換的觀點

Service Innovation in the IT Service Industry: Social Influence and Relationship Exchange Perspectives

資訊服務業的服務創新有賴於組織關係網絡中成員的相互合作；包括主管與員工間、團隊成員之間、以及員工與顧客之間的關係。本研究結合了社會影響理論與關係交換理論，探討「賦權式領導」與「團隊成員交換關係」如何影響個體成員的心理機制（亦即透過資訊與規範的影響力），進而提升個人的「服務創新表現」。本研究選擇三家臺灣主要的資訊服務業公司進行兩階段問卷調查，共收集了282 筆主管與資訊工程師的配對樣本。研究結果顯示：賦權式領導與團隊成員交換關係分別會先驅動成員的「價值一致性」與「責任感」，進而影響個人的服務創新表現。此外，本研究亦發現：具較高程度「他人導向 (other-orientation)」的成員，其創新意願更能夠轉化為創新表現。整體而言，本研究不僅深化了過去服務創新相關的研究，亦提供B2B 企業若干創新管理實務上的重要建議。

Service innovation in the IT service industry involves a collaborative process occurring in actor-to-actor networks in which multiple actors such as team leaders, team members and clients all play a role. Integrating the theories of social influence and relationship exchange, the study examines how Empowering Leadership (EML) and Team-member Exchange (TMX) affect individual innovation performance through two particular psychological mechanisms—informational influence (value congruence) and normative influence (felt obligation). This study employs a multiphase and multisource survey from three major Taiwanese IT companies, and collects 282 individually matched pairs of engineer-leader dyads. Results reveal that value congruence and felt obligation mediate the effect of empowering leadership and team-member exchange on innovation performance through informational and normative influence routes, respectively. Furthermore, the moderating analysis demonstrates that when team members have higher other-orientation characteristics, there is a stronger association between innovation intention and innovation performance. Collectively, this study extends and deepens service innovation literature by modeling intricacies within service employees’ innovation decision processes, as well as providing suggestions for practitioners in B2B service contexts.