Creativity and standardization: Complementary or conflicting drivers of team effectiveness?

• 成果类型: Article
• 署名作者: Gilson, LL; Mathieu, JE; Shalley, CE; Ruddy, TM
• 署名单位: University of Connecticut; University System of Georgia; Georgia Institute of Technology
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• 发表日期: 2005
• 页码: 521-531
• 关键词: HIGH-RELIABILITY; TOTAL QUALITY; work; management; COMMUNICATION; performance; engagement

摘要

We examine relationships between creativity, the use of standardized work practices, and effectiveness (measured as both performance and customer satisfaction) among 90 empowered teams of service technicians. Despite the seemingly contradictory natures of creativity and standardized procedures, our results indicate that they can be complementary. Specifically, standardization was found to moderate the relationship between creativity and both team performance and customer satisfaction, although the pattern of results differed for the two measures of effectiveness. We discuss how and when teams can effectively employ both work practices.