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J Appl Psychol. 2015 Sep;100(5):1364-1380. doi: 10.1037/a0038969. Epub 2015 Mar 16.

Fostering employee service creativity: Joint effects of customer empowering behaviors and supervisory empowering leadership.

Author information

1
School of Business, University of Connecticut.
2
Robert H. Smith School of Business, University of Maryland.
3
College of Management, National Taiwan University.
4
Jesse H. Jones Graduate School of Business, Rice University.
5
Carlson School of Management, University of Minnesota.

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.

PMID:
25774571
DOI:
10.1037/a0038969
[Indexed for MEDLINE]

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