Funded by BeijingSocial Science Fund, the research project of “Research on PromotionMechanism and Strategies of Service Innovation of Bank Employees in Beijing”chaired by AssociateProfessor Wang Zhen of CUFE Business School was completed successfully andawarded as“Distinct Research Project”.

The research focusedon the service innovation of banking employees, and examines the promotionmechanism and strategies of the service innovation of front-line staff from amicro perspective. The project proposed and validated the “3-level and 3-path”model of service innovation. As for level, employees (employee self-perception),team (leadership style of branch managers) and organization (human resourcemanagement system of the banks) all have significant effects on serviceinnovation. The research findings showed that service innovation is mainlydepended on “hard” system and “soft” leadership. The service-driven humanresource management system implemented by banks and the service-orientedleadership style of branch managers had synergistic effects of “1 + 1 > 2”on the service innovation of front-line employees. As for path, the projectidentified three mechanisms that contribute to service innovation: developing abilities,enhancing motivation and providing opportunities. Under different conditions, the3-level factors would have different effects on service innovation through threemechanisms, such asintensification, weakening, substitution andcomplementarity. The research findings of the project revealed the influencefactors and mechanisms to service innovation of front-line employees from amicro perspective, which had certain inspirations for bank service managementand innovation management practice.