Fostering Employee Service Creativity: Joint Effects of Customer Empowering Behaviors and Supervisory Empowering Leadership
Integrating insights from the literature on customers' central role in service and the literature on employee creativity, we offer theoretical and empirical account of how and when customer empowering behaviors can motivate employee creativity during service encounters and, subsequently, influe...
Gespeichert in:
| Veröffentlicht in: | Journal of applied psychology 2015-09, Vol.100 (5), p.1364-1380 |
|---|---|
| Hauptverfasser: | , , , , |
| Format: | Artikel |
| Sprache: | eng |
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Tags: |
Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
|
| container_end_page | 1380 |
|---|---|
| container_issue | 5 |
| container_start_page | 1364 |
| container_title | Journal of applied psychology |
| container_volume | 100 |
| creator | Dong, Yuntao Liao, Hui Chuang, Aichia Zhou, Jing Campbell, Elizabeth M. |
| description | Integrating insights from the literature on customers' central role in service and the literature on employee creativity, we offer theoretical and empirical account of how and when customer empowering behaviors can motivate employee creativity during service encounters and, subsequently, influence customer satisfaction with service experience. Using multilevel, multisource, experience sampling data from 380 hairstylists matched with 3550 customers in 118 hair salons, we found that customer empowering behaviors were positively related to employee creativity and subsequent customer satisfaction via employee state promotion focus. Results also showed that empowering behaviors from different agents function synergistically in shaping employee creativity: supervisory empowering leadership strengthened the indirect effect of customer empowering behaviors on employee creativity via state promotion focus. |
| doi_str_mv | 10.1037/a0038969 |
| format | Article |
| fullrecord | <record><control><sourceid>proquest_cross</sourceid><recordid>TN_cdi_proquest_miscellaneous_1734296253</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><sourcerecordid>1664221090</sourcerecordid><originalsourceid>FETCH-LOGICAL-a546t-8b792238c8668d3af80748967a9e4599635bbff624fe51b4ae00ddc3511354d83</originalsourceid><addsrcrecordid>eNqNkU1v1DAQhi0EoktB4hcgS1y4BPydmBusti1oJQ6Fs-U4Y-oqiYPtLIr482S1LSAOiNNcnnlmXr0IPafkNSW8fmMJ4Y1W-gHaUM11RRspHqINIYxWmlByhp7kfEsIFVyTx-iMyboWsqYb9OMi5gIpjF_xbpj6uADga0iH4ABvE9gSDqEsb_HHGMaCd96DKxlHj7dzLnGAdFyL30-G93BjDyGmjO3Y4et5OopyTMuf0B5sBynfhOkpeuRtn-HZ3TxHXy52n7dX1f7T5Yftu31lpVClatpaM8Yb1yjVdNz6htRiTVtbDUJqrbhsW-8VEx4kbYUFQrrOcUkpl6Jr-Dl6dfJOKX6bIRczhOyg7-0Icc6G1lwwrZjk_4FSohu-PrCiL_9Cb-OcxjXIkWJ8LUKwf1JKCcZWH_l91qWYcwJvphQGmxZDiTk2bO4bXtEXd8K5HaD7Bd5XugLVCbCTNVNenE0luB6ym1OCsRg79auTGGkoV4L_BK07rxI</addsrcrecordid><sourcetype>Aggregation Database</sourcetype><iscdi>true</iscdi><recordtype>article</recordtype><pqid>1664221090</pqid></control><display><type>article</type><title>Fostering Employee Service Creativity: Joint Effects of Customer Empowering Behaviors and Supervisory Empowering Leadership</title><source>MEDLINE</source><source>APA PsycARTICLES</source><source>Applied Social Sciences Index & Abstracts (ASSIA)</source><creator>Dong, Yuntao ; Liao, Hui ; Chuang, Aichia ; Zhou, Jing ; Campbell, Elizabeth M.</creator><contributor>Chen, Gilad</contributor><creatorcontrib>Dong, Yuntao ; Liao, Hui ; Chuang, Aichia ; Zhou, Jing ; Campbell, Elizabeth M. ; Chen, Gilad</creatorcontrib><description>Integrating insights from the literature on customers' central role in service and the literature on employee creativity, we offer theoretical and empirical account of how and when customer empowering behaviors can motivate employee creativity during service encounters and, subsequently, influence customer satisfaction with service experience. Using multilevel, multisource, experience sampling data from 380 hairstylists matched with 3550 customers in 118 hair salons, we found that customer empowering behaviors were positively related to employee creativity and subsequent customer satisfaction via employee state promotion focus. Results also showed that empowering behaviors from different agents function synergistically in shaping employee creativity: supervisory empowering leadership strengthened the indirect effect of customer empowering behaviors on employee creativity via state promotion focus.</description><identifier>ISSN: 0021-9010</identifier><identifier>EISSN: 1939-1854</identifier><identifier>DOI: 10.1037/a0038969</identifier><identifier>PMID: 25774571</identifier><identifier>CODEN: JAPGBP</identifier><language>eng</language><publisher>United States: American Psychological Association</publisher><subject>Adult ; Consumer behavior ; Consumer Satisfaction ; Creativity ; Customer satisfaction ; Customer service ; Customer services ; Empirical research ; Employee Characteristics ; Employees ; Employment ; Empowerment ; Female ; Hair-dressing ; Human ; Humans ; Leadership ; Male ; Management Personnel ; Motivation ; Organizational behavior ; Organizational Culture ; Power (Psychology) ; Studies ; Supervisors</subject><ispartof>Journal of applied psychology, 2015-09, Vol.100 (5), p.1364-1380</ispartof><rights>2015 American Psychological Association</rights><rights>(c) 2015 APA, all rights reserved).</rights><rights>2015, American Psychological Association</rights><rights>Copyright American Psychological Association Sep 2015</rights><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-a546t-8b792238c8668d3af80748967a9e4599635bbff624fe51b4ae00ddc3511354d83</citedby><orcidid>0000-0002-3849-219X</orcidid></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><link.rule.ids>315,781,785,27929,27930,31004</link.rule.ids><backlink>$$Uhttps://www.ncbi.nlm.nih.gov/pubmed/25774571$$D View this record in MEDLINE/PubMed$$Hfree_for_read</backlink></links><search><contributor>Chen, Gilad</contributor><creatorcontrib>Dong, Yuntao</creatorcontrib><creatorcontrib>Liao, Hui</creatorcontrib><creatorcontrib>Chuang, Aichia</creatorcontrib><creatorcontrib>Zhou, Jing</creatorcontrib><creatorcontrib>Campbell, Elizabeth M.</creatorcontrib><title>Fostering Employee Service Creativity: Joint Effects of Customer Empowering Behaviors and Supervisory Empowering Leadership</title><title>Journal of applied psychology</title><addtitle>J Appl Psychol</addtitle><description>Integrating insights from the literature on customers' central role in service and the literature on employee creativity, we offer theoretical and empirical account of how and when customer empowering behaviors can motivate employee creativity during service encounters and, subsequently, influence customer satisfaction with service experience. Using multilevel, multisource, experience sampling data from 380 hairstylists matched with 3550 customers in 118 hair salons, we found that customer empowering behaviors were positively related to employee creativity and subsequent customer satisfaction via employee state promotion focus. Results also showed that empowering behaviors from different agents function synergistically in shaping employee creativity: supervisory empowering leadership strengthened the indirect effect of customer empowering behaviors on employee creativity via state promotion focus.</description><subject>Adult</subject><subject>Consumer behavior</subject><subject>Consumer Satisfaction</subject><subject>Creativity</subject><subject>Customer satisfaction</subject><subject>Customer service</subject><subject>Customer services</subject><subject>Empirical research</subject><subject>Employee Characteristics</subject><subject>Employees</subject><subject>Employment</subject><subject>Empowerment</subject><subject>Female</subject><subject>Hair-dressing</subject><subject>Human</subject><subject>Humans</subject><subject>Leadership</subject><subject>Male</subject><subject>Management Personnel</subject><subject>Motivation</subject><subject>Organizational behavior</subject><subject>Organizational Culture</subject><subject>Power (Psychology)</subject><subject>Studies</subject><subject>Supervisors</subject><issn>0021-9010</issn><issn>1939-1854</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2015</creationdate><recordtype>article</recordtype><sourceid>EIF</sourceid><sourceid>7QJ</sourceid><recordid>eNqNkU1v1DAQhi0EoktB4hcgS1y4BPydmBusti1oJQ6Fs-U4Y-oqiYPtLIr482S1LSAOiNNcnnlmXr0IPafkNSW8fmMJ4Y1W-gHaUM11RRspHqINIYxWmlByhp7kfEsIFVyTx-iMyboWsqYb9OMi5gIpjF_xbpj6uADga0iH4ABvE9gSDqEsb_HHGMaCd96DKxlHj7dzLnGAdFyL30-G93BjDyGmjO3Y4et5OopyTMuf0B5sBynfhOkpeuRtn-HZ3TxHXy52n7dX1f7T5Yftu31lpVClatpaM8Yb1yjVdNz6htRiTVtbDUJqrbhsW-8VEx4kbYUFQrrOcUkpl6Jr-Dl6dfJOKX6bIRczhOyg7-0Icc6G1lwwrZjk_4FSohu-PrCiL_9Cb-OcxjXIkWJ8LUKwf1JKCcZWH_l91qWYcwJvphQGmxZDiTk2bO4bXtEXd8K5HaD7Bd5XugLVCbCTNVNenE0luB6ym1OCsRg79auTGGkoV4L_BK07rxI</recordid><startdate>20150901</startdate><enddate>20150901</enddate><creator>Dong, Yuntao</creator><creator>Liao, Hui</creator><creator>Chuang, Aichia</creator><creator>Zhou, Jing</creator><creator>Campbell, Elizabeth M.</creator><general>American Psychological Association</general><scope>CGR</scope><scope>CUY</scope><scope>CVF</scope><scope>ECM</scope><scope>EIF</scope><scope>NPM</scope><scope>AAYXX</scope><scope>CITATION</scope><scope>7RZ</scope><scope>PSYQQ</scope><scope>7QJ</scope><scope>8BJ</scope><scope>FQK</scope><scope>JBE</scope><scope>7X8</scope><orcidid>https://orcid.org/0000-0002-3849-219X</orcidid></search><sort><creationdate>20150901</creationdate><title>Fostering Employee Service Creativity: Joint Effects of Customer Empowering Behaviors and Supervisory Empowering Leadership</title><author>Dong, Yuntao ; Liao, Hui ; Chuang, Aichia ; Zhou, Jing ; Campbell, Elizabeth M.</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-a546t-8b792238c8668d3af80748967a9e4599635bbff624fe51b4ae00ddc3511354d83</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2015</creationdate><topic>Adult</topic><topic>Consumer behavior</topic><topic>Consumer Satisfaction</topic><topic>Creativity</topic><topic>Customer satisfaction</topic><topic>Customer service</topic><topic>Customer services</topic><topic>Empirical research</topic><topic>Employee Characteristics</topic><topic>Employees</topic><topic>Employment</topic><topic>Empowerment</topic><topic>Female</topic><topic>Hair-dressing</topic><topic>Human</topic><topic>Humans</topic><topic>Leadership</topic><topic>Male</topic><topic>Management Personnel</topic><topic>Motivation</topic><topic>Organizational behavior</topic><topic>Organizational Culture</topic><topic>Power (Psychology)</topic><topic>Studies</topic><topic>Supervisors</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Dong, Yuntao</creatorcontrib><creatorcontrib>Liao, Hui</creatorcontrib><creatorcontrib>Chuang, Aichia</creatorcontrib><creatorcontrib>Zhou, Jing</creatorcontrib><creatorcontrib>Campbell, Elizabeth M.</creatorcontrib><collection>Medline</collection><collection>MEDLINE</collection><collection>MEDLINE (Ovid)</collection><collection>MEDLINE</collection><collection>MEDLINE</collection><collection>PubMed</collection><collection>CrossRef</collection><collection>APA PsycArticles®</collection><collection>ProQuest One Psychology</collection><collection>Applied Social Sciences Index & Abstracts (ASSIA)</collection><collection>International Bibliography of the Social Sciences (IBSS)</collection><collection>International Bibliography of the Social Sciences</collection><collection>International Bibliography of the Social Sciences</collection><collection>MEDLINE - Academic</collection><jtitle>Journal of applied psychology</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Dong, Yuntao</au><au>Liao, Hui</au><au>Chuang, Aichia</au><au>Zhou, Jing</au><au>Campbell, Elizabeth M.</au><au>Chen, Gilad</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Fostering Employee Service Creativity: Joint Effects of Customer Empowering Behaviors and Supervisory Empowering Leadership</atitle><jtitle>Journal of applied psychology</jtitle><addtitle>J Appl Psychol</addtitle><date>2015-09-01</date><risdate>2015</risdate><volume>100</volume><issue>5</issue><spage>1364</spage><epage>1380</epage><pages>1364-1380</pages><issn>0021-9010</issn><eissn>1939-1854</eissn><coden>JAPGBP</coden><abstract>Integrating insights from the literature on customers' central role in service and the literature on employee creativity, we offer theoretical and empirical account of how and when customer empowering behaviors can motivate employee creativity during service encounters and, subsequently, influence customer satisfaction with service experience. Using multilevel, multisource, experience sampling data from 380 hairstylists matched with 3550 customers in 118 hair salons, we found that customer empowering behaviors were positively related to employee creativity and subsequent customer satisfaction via employee state promotion focus. Results also showed that empowering behaviors from different agents function synergistically in shaping employee creativity: supervisory empowering leadership strengthened the indirect effect of customer empowering behaviors on employee creativity via state promotion focus.</abstract><cop>United States</cop><pub>American Psychological Association</pub><pmid>25774571</pmid><doi>10.1037/a0038969</doi><tpages>17</tpages><orcidid>https://orcid.org/0000-0002-3849-219X</orcidid></addata></record> |
| fulltext | fulltext |
| identifier | ISSN: 0021-9010 |
| ispartof | Journal of applied psychology, 2015-09, Vol.100 (5), p.1364-1380 |
| issn | 0021-9010 1939-1854 |
| language | eng |
| recordid | cdi_proquest_miscellaneous_1734296253 |
| source | MEDLINE; APA PsycARTICLES; Applied Social Sciences Index & Abstracts (ASSIA) |
| subjects | Adult Consumer behavior Consumer Satisfaction Creativity Customer satisfaction Customer service Customer services Empirical research Employee Characteristics Employees Employment Empowerment Female Hair-dressing Human Humans Leadership Male Management Personnel Motivation Organizational behavior Organizational Culture Power (Psychology) Studies Supervisors |
| title | Fostering Employee Service Creativity: Joint Effects of Customer Empowering Behaviors and Supervisory Empowering Leadership |
| url | https://sfx.bib-bvb.de/sfx_tum?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8&ctx_tim=2024-12-15T08%3A15%3A28IST&url_ver=Z39.88-2004&url_ctx_fmt=infofi/fmt:kev:mtx:ctx&rfr_id=info:sid/primo.exlibrisgroup.com:primo3-Article-proquest_cross&rft_val_fmt=info:ofi/fmt:kev:mtx:journal&rft.genre=article&rft.atitle=Fostering%20Employee%20Service%20Creativity:%20Joint%20Effects%20of%20Customer%20Empowering%20Behaviors%20and%20Supervisory%20Empowering%20Leadership&rft.jtitle=Journal%20of%20applied%20psychology&rft.au=Dong,%20Yuntao&rft.date=2015-09-01&rft.volume=100&rft.issue=5&rft.spage=1364&rft.epage=1380&rft.pages=1364-1380&rft.issn=0021-9010&rft.eissn=1939-1854&rft.coden=JAPGBP&rft_id=info:doi/10.1037/a0038969&rft_dat=%3Cproquest_cross%3E1664221090%3C/proquest_cross%3E%3Curl%3E%3C/url%3E&disable_directlink=true&sfx.directlink=off&sfx.report_link=0&rft_id=info:oai/&rft_pqid=1664221090&rft_id=info:pmid/25774571&rfr_iscdi=true |