Coelho, F.J., Evanschitzky, H., Sousa, C.M.P. et al. (2 more authors) (2021) Control mechanisms, management orientations, and the creativity of service employees : symmetric and asymmetric modeling. Journal of Business Research, 132. pp. 753-764. ISSN 0148-2963
Abstract
Customer needs in service settings are idiosyncratic. Responding to these unique needs requires frontline employees to be creative. Little research looks at the drivers of service employee creativity. We aim to fill that void by assessing two potential key creativity drivers, control mechanisms and management orientations. We collected data from frontline employees and their managers and used multilevel mediation modeling, configurational modeling and analysis of necessary conditions. Multilevel analysis revealed that the influence of process and social controls on employee creativity are fully mediated by self-control, whereas the effects of cultural control are partially mediated. The effect of the service orientation of management on employee creativity is partially mediated by self-control, whereas the effect of profit orientation is fully mediated. Causal models from employee control mechanisms and management orientation configurations provide a deeper insight of sufficient conditions leading to employee creativity. Necessary employee control mechanisms and management orientations are identified.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2020 Crown copyright. This is an author produced version of a paper subsequently published in Journal of Business Research. Uploaded in accordance with the publisher's self-archiving policy. Article available under the terms of the CC-BY-NC-ND licence (https://creativecommons.org/licenses/by-nc-nd/4.0/). |
Keywords: | Creativity; Control mechanisms; Management orientations; Service industries; Frontline employees |
Dates: |
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Institution: | The University of Sheffield |
Academic Units: | The University of Sheffield > Faculty of Social Sciences (Sheffield) > Management School (Sheffield) |
Depositing User: | Symplectic Sheffield |
Date Deposited: | 06 Nov 2020 08:06 |
Last Modified: | 05 May 2022 00:38 |
Status: | Published |
Publisher: | Elsevier |
Refereed: | Yes |
Identification Number: | 10.1016/j.jbusres.2020.10.055 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:167702 |