Delighting the Customer: Creativity-Oriented High-Performance Work Systems, Frontline Employee Creative Performance, and Customer Satisfaction



Agnihotri, R., Rapp, A. A, Andzulis, J., Gabler, C. B. 2014. Examining the drivers and performance implications of boundary spanner creativity. Journal of Service Research, 17: 164181. Google Scholar, SAGE Journals
Ahearne, M., Mathieu, J., Rapp, A. 2005. To empower or not to empower your sales force? An empirical examination of the influence of leadership empowerment behavior on customer satisfaction and performance. Journal of Applied Psychology, 90: 945955. Google Scholar, Crossref, Medline, ISI
Amabile, T. M. 1983. The social-psychology of creativity: A componential conceptualization. Journal of Personality and Social Psychology, 45: 357376. Google Scholar, Crossref
Amabile, T. M. 1996. Creativity in context. Boulder, CO: Westview. Google Scholar
Applebaum, E., Bailey, T., Berg, P., Kalleberg, A. 2000. Manufacturing advantage: Why high-performance work systems pay off. Ithaca, NY: ILR Press. Google Scholar
Arnold, M. J., Reynolds, K. E., Ponder, N., Lueg, J. E. 2005. Customer delight in a retail context: Investigating delightful and terrible shopping experiences. Journal of Business Research, 58: 11321145. Google Scholar, Crossref, ISI
Aryee, S., Walumbwa, F. O., Mondejar, R., Chu, C. W. L. 2015. Accounting for the influence of overall justice on job performance: Integrating self-determination and social exchange theories. Journal of Management Studies, 52: 231252. Google Scholar, Crossref
Aryee, S., Walumbwa, F. O., Seidu, E. Y. M., Otaye, L. E. 2012. Impact of high-performance work systems on individual- and branch-level performance: Test of a multilevel model of intermediate linkages. Journal of Applied Psychology, 97: 287300. Google Scholar, Crossref, Medline, ISI
Barnes, D. C., Beauchamp, M. B., Webster, C. 2010. To delight, or not to delight? This is the question service firms must address. Journal of Marketing Theory and Practice, 18: 275284. Google Scholar, Crossref
Becker, B. E., Huselid, M. A. 2006. Strategic human resources management: Where do we go from here? Journal of Management, 32: 898925. Google Scholar, SAGE Journals, ISI
Bliese, P. D. 1998. Group size, ICC values, and group-level correlations: A simulation. Organizational Research Methods, 1: 355373. Google Scholar, SAGE Journals, ISI
Boselie, P., Dietz, G., Boon, C. 2005. Commonalities and contradictions in HRM and performance research. Human Resource Management Journal, 15: 6794. Google Scholar, Crossref
Bowen, D. E., Ostroff, C. 2004. Understanding HRM-firm performance linkages: The role of the “strength” of the HRM system. Academy of Management Review, 29: 204221. Google Scholar
Bowen, J., Ford, R. C. 2002. Managing service organizations: Does having a “thing” make a difference? Journal of Management, 28: 447469. Google Scholar, SAGE Journals, ISI
Brislin, R. W. 1986. The wording and translation of research instruments. In Lonner, W. J., Berry, J. W. (Eds.), Field methods in cross-cultural research (pp. 137164). Beverly Hills, CA: Sage. Google Scholar
Carlson, D. S., Kacmar, M. K., Williams, L. J. 2000. Construction and initial validation of a multidimensional measure of work–family conflict. Journal of Vocational Behavior, 56: 249276. Google Scholar, Crossref, ISI
Chan, D. 1998. Functional relations among constructs in the same content domain at different levels of analysis: A typology of composition models. Journal of Applied Psychology, 83: 234246. Google Scholar, Crossref, ISI
Chang, S., Jia, L., Takeuchi, R., Cai, Y. 2014. Do high-commitment work systems affect creativity? A multilevel combinational approach to employee creativity. Journal of Applied Psychology, 99: 665680. Google Scholar, Crossref, Medline, ISI
Chuang, C., Jackson, S. E., Jiang, Y. 2016. Can knowledge-intensive teamwork be managed? Examining the roles of HRM systems, leadership, and tacit knowledge. Journal of Management, 42: 524554. Google Scholar, SAGE Journals, ISI
Chuang, C., Liao, H. 2010. Strategic human resource management in service context: Taking care of business by taking care of employees and customers. Personnel Psychology, 63: 153196. Google Scholar, Crossref, ISI
Coelho, F., Augusto, M., Lages, F. L. 2011. Contextual factors and the creativity of frontline employees: The mediating effects of role stress and intrinsic motivation. Journal of Retailing, 87: 3145. Google Scholar, Crossref, ISI
Deci, E. L., Ryan, R. M. 2000. The “what” and “why” of goal pursuits: Human needs and the self-determination of behavior. Psychological Inquiry, 11: 227268. Google Scholar, Crossref, ISI
Deci, E. L., Ryan, R. M., Gagné, M., Leone, D. R., Usunov, J., Kornazheva, B. P. 2001. Need satisfaction, motivation, and well-being in the work organizations of a former Eastern Bloc country. Personality and Social Psychology Bulletin, 27: 930942. Google Scholar, SAGE Journals, ISI
DeVellis, R. F. 2003. Scale development: Theory and applications (2nd ed.). Newbury Park, CA: Sage. Google Scholar
Dietz, J., Pugh, S. D., Wiley, J. W. 2004. Service climate effects on customer attitudes: An examination of boundary conditions. Academy of Management Journal, 47: 8192. Google Scholar, Crossref, ISI
Dong, Y. T., Liao, H., Chuang, A., Zhou, J., Campbell, E. M. 2015. Fostering employee service creativity: Joint effects of customer empowering behaviors and supervisory empowering leadership. Journal of Applied Psychology, 100: 13641380. Google Scholar, Crossref, Medline, ISI
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., Bryant, B. E. 1996. The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60: 718. Google Scholar, Crossref, ISI
Fornell, C., Larcker, D. F. 1981. Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18: 382388. Google Scholar, Crossref, ISI
Fox, J. 1980. Effect analysis in structural equation models. Sociological Methods and Research, 9: 328. Google Scholar, SAGE Journals
Gagné, M., Deci, E. L. 2005. Self-determination theory and work motivation. Journal of Organizational Behavior, 26: 331362. Google Scholar, Crossref, ISI
Gardner, T. M., Wright, P. M., Moynihan, L. M. 2011. The impact of motivation, empowerment, and skill-enhancing practices on aggregate voluntary turnover: The mediating effect of collective affective commitment. Personnel Psychology, 64: 315350. Google Scholar, Crossref, ISI
Gilson, L. L., Mathieu, J. E., Shalley, C. E., Ruddy, T. M. 2005. Creativity and standardization: Complimentary or conflicting drivers of team effectiveness. Academy of Management Journal, 48: 521531. Google Scholar, Crossref
Gilson, L. L., Shalley, C. E. 2004. A little creativity goes a long way: An examination of team’s engagement in the creative process. Journal of Management, 30: 453470. Google Scholar, SAGE Journals
Greguras, G. J., Diefendorff, J. M. 2009. Different fits satisfy different needs: Linking person-environment fit to employee commitment and performance using self-determination theory. Journal of Applied Psychology, 94: 465477. Google Scholar, Crossref, Medline, ISI
Gwinner, K. P., Bitner, M. J., Brown, S. W., Kumar, A. 2005. Service customization through employee adaptiveness. Journal of Service Research, 8: 131148. Google Scholar, SAGE Journals, ISI
Hair, J. F., Anderson, R. E., Tatham, R. L., Black, W. C. 1995. Multivariate data analysis (4th ed.). Englewood Cliff, NJ: Prentice Hall. Google Scholar
Hong, Y., Liao, H., Hu, J., Jiang, K. 2013. Missing link in the service chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate. Journal of Applied Psychology, 98: 237267. Google Scholar, Crossref, Medline
Hong, Y., Liao, H., Raub, S., Han, J. H. 2016. What it takes to get proactive: An integrative multilevel model of the antecedents of personal initiative. Journal of Applied Psychology, 101: 687701 Google Scholar, Crossref, Medline, ISI
Hong, Y., Liao, H., Sturman, M. C., Zhou, Y. 2014. Competing through customization: Using human resource management to create strategic capabilities. Organizational Psychology Review, 4: 124147. Google Scholar, SAGE Journals
Hox, J. J., Maas, C. J. M., Brinkhuis, M. J. S. 2010. The effect of estimation method and sample size in multilevel structural equation modeling. Statistica Neerlandica, 64: 157170. Google Scholar, Crossref, ISI
Huang, L., Krasikova, D. V., Liu, D. 2016. I can do it, so can you: The role of leader creative self-efficacy in facilitating follower creativity. Organizational Behavior and Human Decision Processes, 132: 4962. Google Scholar, Crossref
James, L. R., Demaree, R. G., Wolf, G. 1984. Estimating within-group interrater reliability with and without response bias. Journal of Applied Psychology, 69: 8598. Google Scholar, Crossref, ISI
Jiang, K., Chuang, C.-H., Chiao, Y.-C. 2015. Developing collective customer knowledge and service climate: The interaction between service-oriented high-performance work systems and service leadership. Journal of Applied Psychology, 100: 10891106. Google Scholar, Crossref, Medline
Jiang, K., Lepak, D. P., Hu, J., Baer, J. C. 2012. How does human resource management influence organizational outcomes? A meta-analytic investigation of mediating mechanisms. Academy of Management Journal, 55: 12641294. Google Scholar, Crossref, ISI
Kehoe, R. R., Wright, P. M. 2013. The impact of high-performance human resource practices on employees’ attitudes and behaviors. Journal of Management, 39: 366391. Google Scholar, SAGE Journals, ISI
LeBreton, J. M., Senter, J. L. 2008. Answers to 20 questions about interrater reliability and interrater agreement. Organizational Research Methods, 11: 815852. Google Scholar, SAGE Journals, ISI
Lee, Y. T., Stettler, A., Antonakis, J. 2011. Incremental validity and indirect effect of ethical development on work performance. Personality and Individual Differences, 50: 11101115. Google Scholar, Crossref
Lian, H., Ferris, D. L., Brown, D. J. 2012. Does power distance exacerbate or mitigate the effects of abusive supervision? It depends on the outcome. Journal of Applied Psychology, 97: 107123. Google Scholar, Crossref, Medline, ISI
Liao, H., Toya, K., Lepak, D. P., Hong, Y. 2009. Do they see eye to eye? Management and employee perspectives of high performance work systems and influence processes on service quality. Journal of Applied Psychology, 94: 371391. Google Scholar, Crossref, Medline, ISI
Liu, D., Gong, Y., Zhou, J., Huang, J. C. In press. Human resource systems, employee creativity, and firm innovation: The moderating role of firm ownership. Academy of Management Journal, doi:10.5465/amj.2015.0230. Google Scholar, Crossref
Lüdtke, O., Marsh, H. W., Robitzsch, A., Trautwein, U., Asparouhov, T., Muthén, B. 2008. The multilevel latent covariate model: A new, more reliable approach to group-level effects in contextual studies. Psychological Methods, 13: 203229. Google Scholar, Crossref, Medline, ISI
Madjar, N., Ortiz-Walters, R. 2008. Customers as contributors and reliable evaluators of creativity in the service industry. Journal of Organizational Behavior, 29: 949966. Google Scholar, Crossref, ISI
Mainemelis, C., Ronson, S. 2006. Ideas are born in the fields of play: Towards a theory of play and creativity in organizational settings. Research in Organizational Behavior, 27: 81131. Google Scholar, Crossref
Marescaux, E., Winne, S. D., Sels, L. 2013. HR practices and HRM outcomes: The role of basic need satisfaction. Personnel Review, 42: 427. Google Scholar, Crossref, ISI
Martinaityte, I., Sacramento, C. A. 2013. When creativity enhances sales effectiveness: The moderating role of leader-member exchange. Journal of Organizational Behavior, 34: 974994. Google Scholar
Maslow, A. 1954. Motivation and personality. New York, NY: Harper. Google Scholar
Muthén, L. K., Muthén, B. O. 1998-2011. Mplus user’s guide (6th ed.). Los Angeles, CA: Muthén & Muthén. Google Scholar
Nasser, F., Wisenbaker, J. A. 2003. A Monte Carlo study investigating the impact of item parceling on measures of fit in confirmatory factor analysis. Educational and Psychological Measurement, 63: 729757. Google Scholar, SAGE Journals, ISI
Oliver, R. L. 1977. Satisfaction: A behavioral perspective on the consumer. New York, NY: McGraw-Hill. Google Scholar
Pak, J., Kim, S. In press. Team manager’s implementation, high performance work systems intensity, and performance: A multilevel investigation. Journal of Management, doi:10.1177/0149206316646829. Google Scholar, SAGE Journals
Perry-Smith, J. E. 2006. Social yet creative: The role of social relationships in facilitating individual creativity. Academy of Management Journal, 49: 85101. Google Scholar, Crossref, ISI
Preacher, K. J., Selig, J. P. 2012. Advantages of Monte Carlo confidence intervals for indirect effects. Communication Methods and Measures, 6: 7798. Google Scholar, Crossref
Preacher, K. J., Zhang, Z., Zyphur, M. J. 2011. Alternative methods for assessing mediation in multilevel data: The advantages of multilevel SEM. Structural Equation Modeling, 18: 161182. Google Scholar, Crossref, ISI
Preacher, K. J., Zyphur, M. J., Zhang, Z. 2010. A general multilevel SEM framework for assessing multilevel mediation. Psychological Methods, 15: 209233. Google Scholar, Crossref, Medline, ISI
Raub, S., Liao, H. 2012. Doing the right thing without being told: Joint effects of initiative climate and general self-efficacy on employee proactive customer service performance. Journal of Applied Psychology, 97: 651667. Google Scholar, Crossref, Medline, ISI
Ryan, R. M., Deci, E. L. 2000. Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. American Psychologist, 55: 6878. Google Scholar, Crossref, Medline, ISI
Schneider, B., White, S. S. 2004. Service quality: Research perspectives. Thousand Oaks, CA: Sage. Google Scholar
Selig, J. P., Preacher, K. J. 2008. Monte Carlo method for assessing mediation: An interactive tool for creating confidence intervals for indirect effects. Retrieved from http://quantpsy.org/ Google Scholar
Shalley, C. E., Gilson, L. L. 2004. What leaders need to know: A review of social and contextual factors that can foster or hinder creativity? Leadership Quarterly, 15: 3353. Google Scholar, Crossref, ISI
Sheldon, K. M., Turban, D. B., Brown, K. G., Barrick, M. R., Judge, T. A. 2003. Applying self-determination theory to organizational research. Research in Personnel and Human Resources Management, 22: 357393. Google Scholar
Slatten, T., Svensson, G., Svaeri, S. 2011. Empowering leadership and the influence of a humorous work climate on service employees’ creativity and innovative behaviour in frontline service jobs. International Journal of Quality and Service Sciences, 3: 267284. Google Scholar, Crossref
Sun, L. Y., Aryee, S., Law, K. S. 2007. High-performance human resource practices, citizenship behavior, and organizational performance: A relational perspective. Academy of Management Journal, 50: 558577. Google Scholar, Crossref, ISI
Sung, S. Y., Choi, J. M. 2012. Effects of team knowledge management on the creativity and financial performance of organizational teams. Organizational Behavior and Human Decision Processes, 118: 413. Google Scholar, Crossref, ISI
Takeuchi, R., Lepak, D. P., Wang, H., Takeuchi, K. 2007. An empirical examination of the mechanisms mediating between high-performance work systems and the performance of Japanese organizations. Journal of Applied Psychology, 92: 10691083. Google Scholar, Crossref, Medline, ISI
Towler, A., Lezotte, D. V., Burke, M. J. 2011. The service climate-firm performance chain: The role of customer retention. Human Resource Management, 50: 391406. Google Scholar, Crossref
Vallerand, R. J. 2000. Deci and Ryan’s self-determination theory: A view from the hierarchical model of intrinsic and extrinsic motivation. Psychological Inquiry, 11: 312318. Google Scholar, ISI
Van den Broeck, A., Vansteenkiste, M., de Witte, H., Soenens, B., Lens, W. 2010. Capturing autonomy, competence, and relatedness at work: Construction and initial validation of the work-related basic need satisfaction scale. Journal of Occupational and Organizational Psychology, 83: 9811002. Google Scholar, Crossref, ISI
Wang, G., Netemeyer, R. G. 2004. Salesperson creative performance: Conceptualization, measurement, and nomological validity. Journal of Business Research, 57: 805812. Google Scholar, Crossref, ISI
White, R. 1959. Motivation reconsidered: The concept of competence. Psychological Review, 66: 297333. Google Scholar, Crossref, Medline, ISI
Wilder, K. M., Collier, J. E., Barnes, D. C. 2014. Tailoring to customers’ needs: Understanding how to promote an adaptive service experience with frontline employees. Journal of Service Research, 17: 446459. Google Scholar, SAGE Journals
Wright, P. M., Gardner, T. M., Moynihan, L. M., Allen, M. R. 2005. The relationship between HR practices and firm performance: Examining causal order. Personnel Psychology 58: 409446. Google Scholar, Crossref, ISI
Zhang, X., Bartol, K. M. 2010. Linking empowering leadership and employee creativity: The influence of psychological empowerment, intrinsic motivation, and creative process engagement. Academy of Management Journal, 53: 107128. Google Scholar, Crossref, ISI
Zhou, J., Hoever, I. J. 2014. Research on workplace creativity: A review and redirection. Annual Review of Organizational Psychology and Organizational Behavior, 1: 333359. Google Scholar, Crossref
Zyphur, M. J., Kaplan, S. A., Christian, M. S. 2008. Assumptions of cross-level measurement and structural invariance in the analysis of multilevel data: Problems and solutions. Group Dynamics: Theory, Research, and Practice, 12: 127140. Google Scholar, Crossref, ISI



Source link

Telefono: 081 18676363
Fax: 081 18676362
80133, Napoli, Italy
Piazza Bovio 33