Job Characteristics and the Creativity of Frontline Service Employees
Job Characteristics and the Creativity of Frontline Service Employees
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DOI：
10.1177/1094670510369379
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发表时间：
2010-11-01
影响因子：
12.4
通讯作者：
Augusto, Mario
中科院分区：
文献类型：
--
作者：
Coelho, Filipe;Augusto, Mario
本研究探讨了工作特征对一线服务员工创造力的主效应和交互效应。过去的研究调查了工作复杂性（工作特征的指标衡量标准）与员工创造力之间的联系。本研究采用分成分的方法来研究每种工作特征对员工创造力的影响。该方法克服了许多限制，例如仅依赖内在动机原理。此外，我们在服务中进行这项研究，而过去的研究主要集中在其他环境上。该研究对服务环境中 460 名员工的模型进行了测试，结果表明，考虑每个工作特征的影响具有超越工作复杂性的解释力。此外，结果表明，工作特征相互作用，影响创造力。最后，结果还表明，按组件划分的方法对于管理者确定工作的优先顺序很有用。特别是，结果表明，为了促进创造性行为，服务经理应该考虑增加员工的工作自主权、多样性、反馈和认同。然而，工作特征之间的相互作用也表明，要建立一个激发创造性表现的环境，找到工作特征之间的适当平衡非常重要。
This study investigates the main and interactive effects of job characteristics on the creativity of frontline service employees. Past research investigates the link between job complexity, an index measure of job characteristics, and employee creativity. This study follows a component-wise approach in studying the influence of each job characteristic on the creativity of employees. The approach overcomes a number of limitations such as the sole reliance on the intrinsic motivation rationale. In addition, we conduct this research in services, whereas past research has focused primarily on other settings. The study tests a model with 460 employees from a service setting and shows that consideration of the effects of each job characteristic has an explanatory power beyond that of job complexity. Furthermore, the results show that job characteristics interact with each other to affect creativity. Finally, the results also indicate that the component-wise approach is useful for managers for prioritizing efforts. In particular, the results indicate that to promote creative behaviors, service managers should consider increasing employee job autonomy, variety, feedback, and identity. However, the interactions between job characteristics also reveal that to build an environment that stimulates creative performance, it is important to find the right balance between job characteristics.