Fostering Employee Service Creativity: Joint Effects of Customer Empowering Behaviors and Supervisory Empowering Leadership

被引：134

作者：

Dong, Yuntao ^{[1
]}

Liao, Hui ^{[2
]}

Chuang, Aichia ^{[3
]}

Zhou, Jing ^{[4
]}

Campbell, Elizabeth M. ^{[5
]}

机构：

[1] Univ Connecticut, Sch Business, Storrs, CT 06269 USA

[2] Univ Maryland, Robert H Smith Sch Business, Baltimore, MD USA

[3] Natl Taiwan Univ, Coll Management, Taipei, Taiwan

[4] Rice Univ, Jesse H Jones Grad Sch Business, Houston, TX 77251 USA

[5] Univ Minnesota, Carlson Sch Management, Minneapolis, MN 55455 USA

来源：

JOURNAL OF APPLIED PSYCHOLOGY | 2015年 / 100卷 / 05期

关键词：

customer service; customer empowering behaviors; empowering leadership; state promotion focus; service creativity; REGULATORY FOCUS; TRANSFORMATIONAL LEADERSHIP; SELF-EFFICACY; PSYCHOLOGICAL EMPOWERMENT; INNOVATIVE BEHAVIOR; CONTEXTUAL FACTORS; DOMINANT LOGIC; MEDIATING ROLE; SALES FORCE; PERFORMANCE;

D O I：

10.1037/a0038969

中图分类号：

B849 [应用心理学];

学科分类号：

040203 ;

摘要：

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.

引用

页码：1364 / 1380

页数：17

共 117 条

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