개인 및 조직의 특성이 서비스혁신성과에 미치는 영향

Effects of Individual and Organizational Traits on the Service Innovation : Focusing on the Financial Service Business

This research aims to develop an effective model based on the analysis of the correlations between service impetus and service innovation, which can be manifested in the influence of service innovation both at the individual and the organizational level on service quality and organization performance. The diverse influences of the individual and organizational traits on the overall service innovation are analyzed through such variables as core service quality, peripheral service quality, employee satisfaction, service values with the assumption that innovative behaviors and innovativeness are tantamount to service innovative behaviors and service innovativeness. Statistical significances between the variables are sought through the regressive analysis of 202 samples. The result demonstrates that the service innovative behaviors and the innovativeness affect the quality of the core and peripheral service and have noticeable impact on improving service values. It can also be deduced that enhancing the innovative potentials both at the individual and organizational level leads directly to augmenting service values in finance businesses. Furthermore long-term strategies for keeping the concerted harmony between the innovative behaviors of individuals and the innovativeness in organizations and locating and managing competent personnel in the service sector are proven to be a quintessential prerequisite. The consequences of the current research can be extended to a more precise analysis by delving into the correlative path between hypotheses derived from the SEM(Structural Equation Modeling).