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

• 成果类型: Article
• 署名作者: Dong, Yuntao; Liao, Hui; Chuang, Aichia; Zhou, Jing; Campbell, Elizabeth M.
• 署名单位: University of Connecticut; University System of Maryland; University of Maryland Baltimore; National Taiwan University; Rice University; University of Minnesota System; University of Minnesota Twin Cities
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/a0038969
• 发表日期: 2015
• 页码: 1364-1380
• 关键词: customer service; customer empowering behaviors; EMPOWERING LEADERSHIP; state promotion focus; service creativity

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.