Customers as contributors and reliable evaluators of creativity in the service industry

Journal of Organizational Behavior

Volumn 29, Issue 7, 2008, Pages 949-966

  Madjar, Nora ^a,c   Ortiz Walters, Rowena ^b  

^a UNIVERSITY OF CONNECTICUT   (United States)

^b QUINNIPIAC UNIVERSITY   (United States)

^c UNIVERSITY OF CONNECTICUT   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 55249108979     PISSN: 08943796     EISSN: 10991379     Source Type: Journal    
DOI: 10.1002/job.522     Document Type: Article

References (69)

1. Aiken, L. S., & West, S. G. (1991). Multiple regression: Testing and interpreting interactions. Newbury Park, CA: Sage.
2. Albrecht, T. L., & Hall, B. J. (1991). Facilitating talk about new ideas-the role of personal relationships in organizational innovation. Communication Monographs, 58, 273-288.
3. Albrecht, T. L., & Ropp, V. A. (1984). Communicating about innovation in networks of three U.S. organizations. Journal of Communication, 34, 78-91.
4. Amabile, T. M. (1996). Creativity in context. Boulder, CO: Westview Press.
5. Andrews, F. M., & Farris, G. F. (1967). Supervisory practices and innovation in scientific teams. Personnel Psychology, 20, 497-515.
6. Baer, M., & Oldham, G. R. (2006). The curvilinear relation between experienced creative time pressure and creativity: Moderating effects of openness to experience and support for creativity. Journal of Applied Psychology, 91, 963-970.
7. Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73, 282-406.
8. Bigley, G. A., & Pearce, J. L. (1998). Straining for shared meaning in organization science: Problems of trust and mistrust. Academy of Management Review, 23, 405-421.
9. Bowen, D., & Schneider, B. (1988). Service marketing and management: Implications for organizational behavior. In B. Staw, & L. L. Cummings (Eds.), Research in organizational behavior (Vol. 10, pp. 43-80). Greenwich, CT: Jai Press.
10. Bowen, J., & Ford, R. C. (2002). Managing service organizations: Does having a "thing" make a difference? Journal of Management, 28, 447-469.
11. Clegg, C., Unsworth, K., Epitropaki, O., & Parker, G. (2002). Implicating trust in the innovation process. Journal of Occupational and Organizational Psychology, 75, 409-423.
12. Cohen, J., Cohen, P., West, S. G., & Aiken, L. S. 2003. Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences (3rd ed.). New Jersey: Lawrence Erlbaum.
13. Conlon, D. E., Van Dyne, L., Milner, M., & Ng, K. Y. (2004). The effects of physical and social context on evaluations of captive, intensive service relationships. Academy of Management Journal, 47, 433-455.
14. Conway, J. M., & Huffcutt, A. I. (1997). Psychometric properties of multi-source performance ratings: A meta-analysis of subordinate, supervisor, peer, and self-ratings. Human Performance, 10, 331-360.
15. Csikszentmihalyi, M. (1999). Implications of a systems perspective for the study of creativity. In R. J. Sternberg (Ed.), Handbook of creativity (pp. 340). New York, NY: Cambridge University.
16. Davis, D. A. (1992). The hair care market: Competition sharpens. Drug & Cosmetic Industry, 150, 19-22.
17. De Dreu, C. K. W., & West, M. A. (2001). Minority dissent and team innovation: the importance of participation in decision making. Journal of Applied Psychology, 86, 1191-1201.
18. Derby, M. S. (2005). U.S. service sector shows solid rise in June activity. Wall Street Journal, A2, New York.
19. Eddleston, K. A., Kidder, D. L., & Litzky, B. E. (2002). Who's the boss? Contending with competing expectations from customers and management. Academy of Management Executive, 16, 85-95.
20. Edmonson, A. C. (1999). Psychological safety and learning behavior in work teams. Administrative Science Quarterly, 44, 350-383.
21. Edvardsson, B., Haglund, L., & Mattsson, J. (1995). Analysis, planning, improvisation and control in the development of new services. International Journal of Service Industry Management, 6, 24-36.
22. Frese, M., Teng, E., & Wijnen, C. J. (1999). Helping to improve suggestion systems: Predictors of making suggestions in companies. Journal of Organizational Behavior, 20, 1139-1155.
23. George, J. M., & Zhou, J. (2007). Dual tuning in a supportive context: Joint contributions of positive mood, negative mood, and supervisory behaviors to employee creativity. Academy of Management Journal, 50, 605-622.
24. Gruber, H. E. (1988). The evolving systems approach to creative work. Creativity Research Journal, 1, 27-59.
25. Gwinner, K. P., Gremler, D. D., & Bitner, M. K. (1998). Relational benefits in service industries: The customer's perspective. Journal of the Academy of Marketing Science, 26, 101-114.
26. Harrington, D. M. (1990). The ecology of human creativity: A psychological perspective. In M. A. Runco, & R. S. Albert (Eds.), Theories of creativity (pp. 143-169). Newbury Park, CA: Sage.
27. Kanter, R. M. (1983). The change masters. New York: Simon & Schuster.
28. Kelley, S. W., Donnelly, J. H., & Skinner, S. J. (1990). Customer participation in service production and delivery. Journal of Retailing, 66, 315-355.
29. Kimberly, J. R., & Evanisko, M. J. (1981). Organizational innovation: The influence of individual, organizational and contextual factors on hospital adoption of technological and administrative innovations. Academy of Management Journal, 24, 689-713.
30. Lee, C. C., Yang, J., & Yu, L. M. (2001). The knowledge value of customers and employees in product quality. The Journal of Management Development, 20, 691-704.
31. Leonard-Barton, D. (1995). Wellsprings of knowledge: Building and sustaining the sources of innovation. Boston: Harvard Business School Press.
32. Madjar, N. (2008). Emotional and informational support from different sources and employee creativity. Journal of Occupational and Organizational Psychology, 81, 83-100.
33. Madjar, N., Oldham, G. R., & Pratt, M. G. (2002). There's no place like home: The contributions of work and non-work creativity support to employees' creative performance. Academy of Management Journal, 45, 757-767.
34. Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20, 709-734.
35. McAllister, D. J. (1995). Affect - and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of Management Journal, 38, 24-59.
36. Menon, T., & Pfeffer, J. (2003). Valuing internal vs. external knowledge: Explaining the preference for outsiders. Management Science, 49, 497-513.
37. Mumford, M. D., & Gustafson, S. B. (1988). Creativity syndrome: Integration, application, and innovation. Psychological Bulletin, 103, 27-43.
38. Nebus, J. (2006). Building collegial information networks: A theory of advice network generation. Academy of Management Review, 31, 615-637.
39. Nickson, D., Warhurst, C., & Dutton, E. (2005). The importance of attitude and appearance in the service encounter in retail and hospitality. Managing Service Quality, 15, 195-209.
40. Oldham, G. R., & Cummings, A. (1996). Employee creativity: Personal and contextual factors at work. Academy of Management Journal, 39, 607-634.
41. Parnes, S. J. (1964). Research on developing creative behavior. In C. W. Taylor (Ed.), Widening horizons in creativity (pp. 145-169). New York: Wiley.
42. Paulus, P. B., & Yang, H. (2000). The psychological foundations of knowledge transfer in organizations - idea generation in groups: A basis for creativity in organizations. Organizational Behavior and Human Decision Processes, 82, 76-87.
43. Paulus, P. B., Larey, T. S., & Dzindolet, M. T. (2001). Creativity in groups and teams. In M. Turner (Ed.), Groups at work: Advances in theory and research (pp. 319-338). Mahwah, NJ: Erlbaum.
44. Pelled, L. H., Eisenhardt, K. M., & Xin, K. R. (1999). Exploring the black box: An analysis of work group diversity, conflict, and performance. Administrative Science Quarterly, 44, 1-28.
45. Perry-Smith, J. E., & Shalley, C. E. (2003). The social side of creativity: A static and dynamic social network perspective. Academy of Management Review, 28, 89-106.
46. Perry-Smith, J. E. (2006). Social yet creative: The role of social relationships in facilitating individual creativity. Academy of Management Journal, 49, 85-101.
47. Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method bias in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 879-903.
48. Price, L. L., & Arnould, E. J. (1999). Commercial friendships: Service provider-client relationships in context. Journal of Marketing, 63, 38-56.
49. Price, L. L., Arnould, E. J., & Deibler, S. (1995). Service provider influence on consumers' emotional responses to service encounters. International Journal of Service Industries Management, 6, 34-61.
50. Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23, 393-404.
51. Saparito, P. A., Chen, C. C., & Sapienza, H. J. (2004). The role of relational trust in bank-small firm relationships. Academy of Management Journal, 47, 400-410.
52. Sethi, R., Smith, D. C., & Park, C. W. (2001). Cross-functional product development teams, creativity, and the innovativeness of new consumer products. Journal of Marketing Research, 38, 73-85.
53. Shah, P. (1998). Who are employees' social referents? Using a network perspective to determine referent others. Academy of Management Journal, 41, 249-269.
54. Shalley, C. E., & Gilson, L. L. (2004). What leaders need to know: A review of social and contextual factors that can foster or hinder creativity. The Leadership Quarterly, 15, 33-53.
55. Shalley, C. E., Zhou, J., & Oldham, G. R. (2004). The effects of personal and contextual characteristics on creativity: Where should we go from here? Journal of Management, 30, 933-958.
56. Shin, S., & Zhou, J. (2003). Transformational leadership, conservation, and creativity: Evidence from Korea. Academy of Management Journal, 46, 703-714.
57. Simonton, D. K. (1984). Artistic creativity and interpersonal relationships across and within generations. Journal of Personality & Social Psychology, 46, 1273-1286.
58. Sternberg, R. J., & Lubart, T. I. (1991). An investment theory of creativity and its development. Human Development, 34, 1-31.
59. Sutton, R. I., & Kelley, T. A. (1997). Creativity doesn't require isolation: Why product designers bring visitors "backstage". California Management Review, 40, 75-91.
60. Thomas, J. G., & Griffin, R. W. (1989). The power of social information in the workplace. Organizational Dynamics, 18, 63-76.
61. Tierney, P., Farmer, S. M., & Graen, G. B. (1999). An examination of leadership and employee creativity: The relevance of traits and relationships. Personnel Psychology, 52, 591-620.
62. Van Dyne, L., Jehn, K. A., & Cummings, A. (2002). Differential effects of strain on two forms of work performance: Individual employee sales and creativity. Journal of Organizational Behavior, 23, 57-74.
63. Von Hippel, E. (1986). Lead users: A source of novel product concepts. Management Science, 32, 691-705.
64. Webber, S. S., & Klimoski, R. (2004). Client-project manager engagements, trust and loyalty. Journal of Organizational Behavior, 25, 997-1013.
65. Wegner, D. M., Erber, R., & Raymond, P. (1991). Transactive memory in close relationships. Journal of Personality and Social Psychology, 61, 923-929.
66. Woodman, R. W., Sawyer, J. E., & Griffin, R. W. (1993). Toward a theory of organizational creativity. Academy of Management Review, 18, 293-321.
67. Woodman, R. W., & Schoenfeldt, L. F. (1989). Individual differences in creativity: An interactionist perspective. In Glover, J. A. Ronning, R. R. & Reynolds C. R. (Eds.), Handbook of creativity (pp. 77-92). New York: Plenum Press.
68. Yoon, M. H., Seo, J. H., & Yoon, T. S. (2004). Effects of contact employee supports on critical employee responses and customer service evaluation. Journal of Marketing Services, 18, 395-412.
69. Zhou, J., & George, J. M. (2001). When job dissatisfaction leads to creativity: Encouraging the expression of voice. Academy of Management Journal, 44, 682-696.