Fostering employee service creativity: Joint effects of customer empowering behaviors and supervisory empowering leadership

Yuntao Dong, Hui Liao, Aichia Chuang, Jing Zhou, Elizabeth M. Campbell

Research output: Contribution to journalArticlepeer-review

47 Scopus citations

Abstract

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.

Original languageEnglish (US)
Pages (from-to)1364-1380
Number of pages17
JournalJournal of Applied Psychology
Volume100
Issue number5
DOIs
StatePublished - Sep 1 2015

Keywords

  • Customer empowering behaviors
  • Customer service
  • Empowering leadership
  • Service creativity
  • State promotion focus

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