Delighting the customer: Creativity-oriented high-performance work systems, frontline employee creative performance, and customer satisfaction

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Martinaityte, Ieva, Sacramento, Claudia and Aryee, Samuel (2019) Delighting the customer: Creativity-oriented high-performance work systems, frontline employee creative performance, and customer satisfaction. Journal of Management, 45 (2). pp. 728-751. ISSN 0149-2063

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Abstract

Drawing on self-determination theory, we proposed and tested a cross-level model of how perceived creativity-oriented high-performance work systems (HPWS) influence customer satisfaction. Data were obtained from frontline employees (FLEs), their managers, and branch records of two organizations (retail bank and cosmetics) in Lithuania. Results of multilevel structural equation modeling analyses revealed partial support for our model. Although perceived creativity-oriented HPWS related to creative performance at the individual level, this effect was mediated solely by need satisfaction and not by creative process engagement nor by a serial mediation of both variables as we hypothesized. However, as we did hypothesize, average branch creative performance related to branch customer satisfaction. We interpret our findings as underscoring the utility of perceived creativity-oriented HPWS in fostering FLEs’ creative performance and ultimately, customer satisfaction

Item Type:	Article
Uncontrolled Keywords:	perceived creativity-oriented high-performance work systems,self-determination theory,psychological need satisfaction,creative process engagement,creative performance,customer satisfaction
Faculty \ School:	Faculty of Social Sciences > Norwich Business School
UEA Research Groups:	Faculty of Social Sciences > Research Groups > Employment Systems and Institutions
Related URLs:	http://www.scopus.com/inward/record.url?...
Depositing User:	Pure Connector
Date Deposited:	22 Oct 2016 21:45
Last Modified:	19 Apr 2023 17:33
URI:	https://ueaeprints.uea.ac.uk/id/eprint/61020
DOI:	10.1177/0149206316672532

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