Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams

Jong, Ad de; Ruyter, JC Ko de; Lemmink, J.G.A.M.

doi:10.1509/jmkg.68.2.18.27790

Cited by 169 publications

(139 citation statements)

References 62 publications

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“…The fact that the individuals in the sample have different occupations contributes to the generalisation of the findings and is coherent with other studies in the literature (e.g. De Jong, De Ruyter, & Lemmink, 2004;Hartline et al, 2000). We received 255 questionnaires back, of which 234 were usable, yielding a net response rate of 24.6%.…”

Section: Sample and Data Collection Proceduressupporting

confidence: 80%

Personality and the creativity of frontline service employees: linear and curvilinear effects

Coelho

Lages

Sousa

2016

The International Journal of Human Resource Management

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Additional information: Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-pro t purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. *Corresponding author AcknowledgmentWe are grateful to Marlene Noronha for her assistance with data collection and the comments of participants of the 2014 AMS World Marketing Congress. Personality and the creativity of frontline service employees: Linear and curvilinear effectsPrevious studies have investigated the relationship between the Five Factor model of personality and creativity. As this model has been criticised for providing a limited account of an individual's personality, this study considers additional personality traits that have recently been investigated in the literature as determinants of employee behaviour. Moreover, we also contribute to the existing body of literature by conducting this study in a services setting, for which we predict personality traits will exert differentiated effects on creativity when compared to other settings. Finally, while past research has focused on linear effects, this study examines the existence of nonlinear effects between personality and creativity. The results indicate that personality traits apart from the Five Factor model have an impact on creativity and that the effects of several personality traits on the creativity of frontline service employees differ from those obtained in other settings. Lastly, the findings also show that five of the personality traits have non-linear effects on creativity, and this may be a stimulus for a new stream of research in the human resources literature.Keywords: creativity; personality; service employees; linear and curvilinear effects Personality and the creativity of frontline service employees: Linear and curvilinear effects IntroductionCreativity refers to the development of ideas about goods, services, processes, and practices, which are novel and likely to be useful to an organisation (Shalley, Zhou, & Oldham, 2004).Whereas creativity reflects the development of these ideas at the individual level, innovation concerns the organisational implementation of such ideas (Amabile, 1996). Due to the belief that creativity is paramount not only to greater customer experiences and customer satisfaction (e.g. Coelho, Augusto, & Lages, 2011;Daly, Grove, Dorsch, & Fisk, 2009), but also organisational innovation and ultimately performance (Amabile, Barsade, Mueller, & Straw, 2005;Chen, Shih, & Yeh, 2011;Jiang, Wang, & Zhao, 2012;Liu, 2013), employee creativity has been attracting growing research attention (e.g. Probst, Stewart, Gruys, & Tierney, 2007). Creativity ...

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Section: Sample and Data Collection Proceduressupporting

confidence: 80%

Personality and the creativity of frontline service employees: linear and curvilinear effects

Coelho

Lages

Sousa

2016

The International Journal of Human Resource Management

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“…Asimismo, las entidades que practican una gestión participativa permiten a sus empleados de primera línea reducir las posibles fuentes de tensión y el conflicto con los clientes durante el encuentro, redundando en una mayor satisfacción para el personal de contacto y los propios clientes (Jong et al, 2004;Gounaris, 2008).…”

Section: Efectos De La Cultura De Co-creación En Los Resultadosunclassified

Service Dominant Logic in the tourism sector: internal marketing as an antecedent of an innovations' co-creation culture with clients and first-line employees

Rodríguez¹,

Álvarez²,

Vijande³

2011

cuadernosgestion

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“…The Job Characteristics Model of Hackman and Oldham (1975) has been widely used to investigate the effects of job characteristics (see, e.g., de Jong, de Ruyter, and Lemmink 2004;Frese, Garst, and Fay 2007;Jonge and Schaufeli 1998;Singh 1998;Van Mierlo et al 2007). The job characteristics in this framework are associated with several work-related outcomes, such as employee satisfaction, motivation, and performance (e.g., Dubinsky and Skinner 1984;Tyagi 1985).…”

Section: Research Hypothesesmentioning

confidence: 99%

“…In addition, focusing on a narrow spectrum of job positions might diminish the variability of responses, and this could reduce the capacity to detect associations between variables and, thus, test the study's hypotheses. Not surprisingly, other studies have followed a similar strategy in terms of sample composition (e.g., de Jong, de Ruyter, and Lemmink 2004;Peccei and Rosenthal 2001). In addition to collecting this quantitative data, we also interviewed five frontline service employees, three nurses and two employees, each working for a different large retail chain, seeking qualitative feedback to further enlighten the research findings.…”

Section: Sample Selection and Data Collectionmentioning

confidence: 99%

“…That said, the advantage of pooling the subjects is that it facilitates the generalizability of the results. Not surprisingly, many studies in the past also considered samples of employees occupying a variety of positions (e.g., de Jong, de Ruyter, and Lemmink 2004;Hartline and Ferrel 1996;Hartline, Maxham, and McKee 2000;Peccei and Rosenthal 2001). Moreover, as stated before, concentrating on a single position would possibly lower sample variability, therefore reducing the variance of job characteristics, causing hypotheses testing to be virtually meaningless.…”

Section: Limitations and Directions For Future Researchmentioning

confidence: 99%

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Job Characteristics and the Creativity of Frontline Service Employees

Coelho

Augusto

2010

Journal of Service Research

184

151

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This study investigates the main and interactive effects of job characteristics on the creativity of frontline service employees. Past research investigates the link between job complexity, an index measure of job characteristics, and employee creativity. This study follows a component-wise approach in studying the influence of each job characteristic on the creativity of employees. The approach overcomes a number of limitations such as the sole reliance on the intrinsic motivation rationale. In addition, we conduct this research in services, whereas past research has focused primarily on other settings. The study tests a model with 460 employees from a service setting and shows that consideration of the effects of each job characteristic has an explanatory power beyond that of job complexity. Furthermore, the results show that job characteristics interact with each other to affect creativity. Finally, the results also indicate that the component-wise approach is useful for managers for prioritizing efforts. In particular, the results indicate that to promote creative behaviors, service managers should consider increasing employee job autonomy, variety, feedback, and identity. However, the interactions between job characteristics also reveal that to build an environment that stimulates creative performance, it is important to find the right balance between job characteristics.

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Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams

Cited by 169 publications

References 62 publications

Personality and the creativity of frontline service employees: linear and curvilinear effects

Personality and the creativity of frontline service employees: linear and curvilinear effects

Service Dominant Logic in the tourism sector: internal marketing as an antecedent of an innovations' co-creation culture with clients and first-line employees

Job Characteristics and the Creativity of Frontline Service Employees

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