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摘 要
随着我国服务业的迅猛发展，创新日益成为服务企业获取竞争优势的主要手
段。酒店作为典型的服务业代表，其服务创新相较于制造业的技术创新更难以保
护，易被模仿。因此持续创新成为酒店保持竞争力的必由之路。基于此，关于酒
店创新的相关问题研究显得尤为重要。
目前学术界广泛接受的是员工创新能力对创新绩效有显著影响，但企业层面
的影响是否有别于员工个体层面？企业服务创新能力与创新绩效之间的内部关系
如何？则较少研究。同时，组织创新氛围是如何在企业创新能力与创新绩效的内
部关系中发挥调节作用也值得我们深入研究。因此，本研究构建了一个企业服务
创新能力影响创新绩效并考察组织创新氛围调节作用的概念模型。以湖北省酒店
业为背景，采用访谈和问卷调查的方法对武汉、宜昌、襄阳三地的酒店展开调研，
搜集相关数据，然后运用统计软件技术进行数据分析。研究结果表明：（1）企业
服务创新能力的四个维度（注重新服务开发流程、市场敏锐性、新服务开发战略、
IT 经验）均对企业创新绩效产生显著正向影响，且影响程度不尽相同；（2）组织
创新氛围在服务创新能力对企业创新绩效的影响中发挥了正向调节作用，在酒店
创新能力对财务绩效的影响中的调节作用稍强于其对战略绩效的调节作用。
最后，根据研究结论和湖北酒店业实际情况，本研究从酒店创新能力加强、
组织创新氛围营造两个方面有针对性的提出了相关管理建议。
关键词：服务创新能力；创新绩效；组织创新氛围；酒店创新II
Abstract
Hospitality industry is developing rapidly nowadays, the competition is more and
more intense, innovation capability and level of hotel becomes a very important point
that can influence whether a hotel could exist and develop in the market. On the other
hand, innovation of one hotel can be copied by other hotel very easily, at least much
more easier than that of manufacturing or high-technology industry, so only sustaining
innovation can make a hotel always standout in competition. Therefore, study on the
problem of hotel innovation is very important.
At present academia widely accepted innovation ability significantly influence on
innovation performance, but whether the influence of the enterprise level is different
from the individual level of employees and how different innovation ability affect the
financial performance and strategic performance is less studied. How organization
innovation atmosphere play a regulatory role in internal relations between enterprise
innovation ability and the innovation performance also worth our further study. The
study builds a regulation model which study enterprise service innovation ability affect
innovation performance and the regulatory role of organizational innovation atmosphere.
We adopt the method of interview and questionnaire survey from Wuhan, Yichang,
Xiangyang hotel. After collecting the related data, we use statistical software for data
analysis. The research results show that: (1) four dimensions of enterprise service
innovation ability had significant positive influence on enterprise innovation of financial
performance and strategic performance. But the influence degree is not the same .(2)
Organizational innovation atmosphere have positive regulatory effect on relationship
between enterprise service innovation ability and enterprise innovation performance. The
regulatory effect on strategic performance is stronger than financial performance.
At last, this thesis points out the innovative and insufficient pionts of the research，
and carry out some expectation in future research.
Keywords: Innovation Capability; Innovation Performance; Organization Innovation
Atmosphere; Hotel Innovation