Journal of Service Research
Journal of Service Research http://jsr.sagepub.com/ Job Characteristics and the Creativity of Frontline Service Employees
Filipe Coelho and Mário Augusto Journal of Service Research 2010 13: 426 originally published online 21 May 2010 DOI: 10.1177/1094670510369379 The online version of this article can be found at: http://jsr.sagepub.com/content/13/4/426
Published by: http://www.sagepublications.com On behalf of:
Center for Excellence in Service, University of Maryland
Additional services and information for Journal of Service Research can be found at: Email Alerts: http://jsr.sagepub.com/cgi/alerts Subscriptions: http://jsr.sagepub.com/subscriptions Reprints: http://www.sagepub.com/journalsReprints.nav Permissions: http://www.sagepub.com/journalsPermissions.nav Citations: http://jsr.sagepub.com/content/13/4/426.refs.html
>> Version of Record - Oct 24, 2010 OnlineFirst Version of Record - May 21, 2010 What is This?
Downloaded from jsr.sagepub.com by guest on May 7, 2012
Job Characteristics and the Creativity of Frontline Service Employees
´rio Augusto1 Filipe Coelho1 and Ma
Journal of Service Research 13(4) 426-438 ª The Author(s) 2010 Reprints and permission: sagepub.com/journalsPermissions.nav DOI: 10.1177/1094670510369379 http://jsr.sagepub.com
Abstract 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
Filipe Coelho and Mário Augusto Journal of Service Research 2010 13: 426 originally published online 21 May 2010 DOI: 10.1177/1094670510369379 The online version of this article can be found at: http://jsr.sagepub.com/content/13/4/426
Published by: http://www.sagepublications.com On behalf of:
Center for Excellence in Service, University of Maryland
Additional services and information for Journal of Service Research can be found at: Email Alerts: http://jsr.sagepub.com/cgi/alerts Subscriptions: http://jsr.sagepub.com/subscriptions Reprints: http://www.sagepub.com/journalsReprints.nav Permissions: http://www.sagepub.com/journalsPermissions.nav Citations: http://jsr.sagepub.com/content/13/4/426.refs.html
>> Version of Record - Oct 24, 2010 OnlineFirst Version of Record - May 21, 2010 What is This?
Downloaded from jsr.sagepub.com by guest on May 7, 2012
Job Characteristics and the Creativity of Frontline Service Employees
´rio Augusto1 Filipe Coelho1 and Ma
Journal of Service Research 13(4) 426-438 ª The Author(s) 2010 Reprints and permission: sagepub.com/journalsPermissions.nav DOI: 10.1177/1094670510369379 http://jsr.sagepub.com
Abstract 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
Citations: http://jsr.sagepub.com/content/13/4/426.refs.html >> Version of Record - Oct 24, 2010 OnlineFirst Version of Record - May 21, 2010 What is This? Downloaded from jsr.sagepub.com by guest on May 7, 2012 Job Characteristics and the Creativity of Frontline Service Employees Downloaded from jsr.sagepub.com by guest on May 7, 2012 Coelho and Augusto activities 427 Downloaded from jsr.sagepub.com by guest on May 7, 2012 Downloaded from jsr.sagepub.com by guest on May 7, 2012 Coelho and Augusto creative-thinking skills’’ (Amabile 1998, p 429 Downloaded from jsr.sagepub.com by guest on May 7, 2012