Delighting the Customer: Creativity-Oriented High-Performance Work Systems, Frontline Employee Creative Performance, and Customer Satisfaction

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 (ret...

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Bibliographic Details
Published in:Journal of management 2019-02, Vol.45 (2), p.728-751
Main Authors: Martinaityte, Ieva, Sacramento, Claudia, Aryee, Samuel
Format: Article
Language:English
Subjects:
Client satisfaction
Cosmetics
Creativity
Customer satisfaction
Job satisfaction
Mediation
Satisfaction
Self determination
Structural equation modeling
Work
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