IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v132y2021icp753-764.html
   My bibliography  Save this article

Control mechanisms, management orientations, and the creativity of service employees: Symmetric and asymmetric modeling

Author

Listed:
  • Coelho, Filipe J.
  • Evanschitzky, Heiner
  • Sousa, Carlos M.P.
  • Olya, Hossein
  • Taheri, Babak

Abstract

Customer needs in service settings are idiosyncratic. Responding to these unique needs requires frontline employees to be creative. Little research looks at the drivers of service employee creativity. We aim to fill that void by assessing two potential key creativity drivers, control mechanisms and management orientations. We collected data from frontline employees and their managers and used multilevel mediation modeling, configurational modeling and analysis of necessary conditions. Multilevel analysis revealed that the influence of process and social controls on employee creativity are fully mediated by self-control, whereas the effects of cultural control are partially mediated. The effect of the service orientation of management on employee creativity is partially mediated by self-control, whereas the effect of profit orientation is fully mediated. Causal models from employee control mechanisms and management orientation configurations provide a deeper insight of sufficient conditions leading to employee creativity. Necessary employee control mechanisms and management orientations are identified.

Suggested Citation

  • Coelho, Filipe J. & Evanschitzky, Heiner & Sousa, Carlos M.P. & Olya, Hossein & Taheri, Babak, 2021. "Control mechanisms, management orientations, and the creativity of service employees: Symmetric and asymmetric modeling," Journal of Business Research, Elsevier, vol. 132(C), pages 753-764.
    • Handle: RePEc:eee:jbrese:v:132:y:2021:i:c:p:753-764
    DOI: 10.1016/j.jbusres.2020.10.055
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296320307347
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2020.10.055?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Lusch, Robert F. & Boyt, Thomas & Schuler, Drue, 1996. "Employees as customers: The role of social controls and employee socialization in developing patronage," Journal of Business Research, Elsevier, vol. 35(3), pages 179-187, March.
    2. Karpen, Ingo O. & Bove, Liliana L. & Lukas, Bryan A. & Zyphur, Michael J., 2015. "Service-Dominant Orientation: Measurement and Impact on Performance Outcomes," Journal of Retailing, Elsevier, vol. 91(1), pages 89-108.
    3. Paul, Michael & Hennig-Thurau, Thorsten & Groth, Markus, 2015. "Tightening or loosening the “iron cage”? The impact of formal and informal display controls on service customers," Journal of Business Research, Elsevier, vol. 68(5), pages 1062-1073.
    4. M. Antioco & R.K. Moenaert & A. Lindgreen & M.G.M. Wetzels, 2008. "Organizational antecedents to and consequences of service business orientations in manufacturing companies," Post-Print hal-00285794, HAL.
    5. Liu, Dong & Jiang, Kaifeng & Shalley, Christina E. & Keem, Sejin & Zhou, Jing, 2016. "Motivational mechanisms of employee creativity: A meta-analytic examination and theoretical extension of the creativity literature," Organizational Behavior and Human Decision Processes, Elsevier, vol. 137(C), pages 236-263.
    6. Wang, Guangping & Netemeyer, Richard G., 2004. "Salesperson creative performance: conceptualization, measurement, and nomological validity," Journal of Business Research, Elsevier, vol. 57(8), pages 805-812, August.
    7. Joshi, Ashwin W. & Randall, Sheila, 2001. "The indirect effects of organizational controls on salesperson performance and customer orientation," Journal of Business Research, Elsevier, vol. 54(1), pages 1-9, October.
    8. Olya, Hossein G.T. & Al-ansi, Amr, 2018. "Risk assessment of halal products and services: Implication for tourism industry," Tourism Management, Elsevier, vol. 65(C), pages 279-291.
    9. B R Baliga & Alfred M Jaeger, 1984. "Multinational Corporations: Control Systems and Delegation Issues," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 15(2), pages 25-40, June.
    10. William G. Ouchi, 1979. "A Conceptual Framework for the Design of Organizational Control Mechanisms," Management Science, INFORMS, vol. 25(9), pages 833-848, September.
    11. Harris, Lloyd C. & Ogbonna, Emmanuel, 2011. "Antecedents and consequences of management-espoused organizational cultural control," Journal of Business Research, Elsevier, vol. 64(5), pages 437-445, May.
    12. Gannon, Martin & Taheri, Babak & Olya, Hossein, 2019. "Festival quality, self-connection, and bragging," Annals of Tourism Research, Elsevier, vol. 76(C), pages 239-252.
    13. Michael Antioco & Rudy Moenaert & Adam Lindgreen & Martin Wetzels, 2008. "Organizational antecedents to and consequences of service business orientations in manufacturing companies," Post-Print hal-02312526, HAL.
    14. Coelho, Filipe & Augusto, Mário & Lages, Luis Filipe, 2011. "Contextual Factors and the Creativity of Frontline Employees: The Mediating Effects of Role Stress and Intrinsic Motivation," Journal of Retailing, Elsevier, vol. 87(1), pages 31-45.
    15. Wang, Chung-Jen & Tsai, Huei-Ting & Tsai, Ming-Tien, 2014. "Linking transformational leadership and employee creativity in the hospitality industry: The influences of creative role identity, creative self-efficacy, and job complexity," Tourism Management, Elsevier, vol. 40(C), pages 79-89.
    16. Seny Kan, Anderson Konan & Adegbite, Emmanuel & El Omari, Sami & Abdellatif, Mahamat, 2016. "On the use of qualitative comparative analysis in management," Journal of Business Research, Elsevier, vol. 69(4), pages 1458-1463.
    17. Robin J. Tanner & Rosellina Ferraro & Tanya L. Chartrand & James R. Bettman & Rick Van Baaren, 2008. "Of Chameleons and Consumption: The Impact of Mimicry on Choice and Preferences," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 34(6), pages 754-766, August.
    18. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    19. Cravens, David W. & Lassk, Felicia G. & Low, George S. & Marshall, Greg W. & Moncrief, William C., 2004. "Formal and informal management control combinations in sales organizations: The impact on salesperson consequences," Journal of Business Research, Elsevier, vol. 57(3), pages 241-248, March.
    20. Armstrong, J. Scott & Collopy, Fred, 1996. "Competitor Orientation: Effects of Objectives and Information on Managerial Decisions and Profitability," MPRA Paper 81676, University Library of Munich, Germany.
    21. Mellewigt, Thomas & Ehrmann, Thomas & Decker, Carolin, 2011. "How Does the Franchisor's Choice of Different Control Mechanisms Affect Franchisees’ and Employee-Managers’ Satisfaction?," Journal of Retailing, Elsevier, vol. 87(3), pages 320-331.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Fujii, Makoto, 2024. "Do sales control systems affect service–sales ambidexterity and salesperson performance? A job demands–resources perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    2. Youngsam Cho & Yongduk Choi, 2021. "When and How Does Sustainable HRM Improve Customer Orientation of Frontline Employees? Satisfaction, Empowerment, and Communication," Sustainability, MDPI, vol. 13(7), pages 1-14, March.
    3. Park, Hyewon & Hur, Won-Moo & Kang, Seongho, 2023. "Contribution of sales control in salespeople’s creative selling: Work engagement as a mediator," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Paul, Michael & Hennig-Thurau, Thorsten & Groth, Markus, 2015. "Tightening or loosening the “iron cage”? The impact of formal and informal display controls on service customers," Journal of Business Research, Elsevier, vol. 68(5), pages 1062-1073.
    2. Christian Jung-Gehling & Erik Strauss, 2018. "A Contemporary Concept of Organizational Control: Its Dependence on Shared Values and Impact on Motivation," Schmalenbach Business Review, Springer;Schmalenbach-Gesellschaft, vol. 70(4), pages 341-374, November.
    3. Park, Hyewon & Hur, Won-Moo & Kang, Seongho, 2023. "Contribution of sales control in salespeople’s creative selling: Work engagement as a mediator," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    4. Kim, Stephen K. & Tiwana, Amrit, 2017. "Dual Control of Salesforce in Partially Integrated Channels," Journal of Retailing, Elsevier, vol. 93(3), pages 304-316.
    5. Spillecke, Susanne B. & Brettel, Malte, 2013. "The impact of sales management controls on the entrepreneurial orientation of the sales department," European Management Journal, Elsevier, vol. 31(4), pages 410-422.
    6. Rabetino, Rodrigo & Kohtamäki, Marko & Gebauer, Heiko, 2017. "Strategy map of servitization," International Journal of Production Economics, Elsevier, vol. 192(C), pages 144-156.
    7. Bernhard Dachs & Sabine Biege & Martin Borowiecki & Gunter Lay & Angela Jäger & Doris Schartinger, 2014. "Servitisation of European manufacturing: evidence from a large scale database," The Service Industries Journal, Taylor & Francis Journals, vol. 34(1), pages 5-23, January.
    8. Christian Homburg & Moritz Tischer, 2023. "Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance," Journal of the Academy of Marketing Science, Springer, vol. 51(5), pages 1046-1074, September.
    9. Sahadev, Sunil & Chang, Kirk & Malhotra, Neeru & Kim, Ji-Hee & Ahmed, Tanveer & Kitchen, Philip, 2024. "Psychological empowerment and creative performance: Mediating role of thriving and moderating role of competitive psychological climate," Journal of Business Research, Elsevier, vol. 170(C).
    10. Tantawy, Maha & Herbert, Kendall & McNally, Jeffrey J. & Mengel, Thomas & Piperopoulos, Panagiotis & Foord, David, 2021. "Bringing creativity back to entrepreneurship education: Creative self-efficacy, creative process engagement, and entrepreneurial intentions," Journal of Business Venturing Insights, Elsevier, vol. 15(C).
    11. Vatankhah, Sanaz, 2021. "Dose safety motivation mediate the effect of psychological contract of safety on flight attendants' safety performance outcomes?: A social exchange perspective," Journal of Air Transport Management, Elsevier, vol. 90(C).
    12. Mehran, Javaneh & Olya, Hossein GT., 2020. "Canal boat tourism: Application of complexity theory," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    13. Myungjin Hyun & Jieun Kim, 2021. "Challenge or opportunity? A case of tire rental servitization from financial and channel perspectives," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 1-17, March.
    14. Xiaoya Xie & Yu Zhang, 2024. "Transformation Through Servitization: How Buffer Resources and Social Capital Support Transformation in Manufacturing Companies," Sustainability, MDPI, vol. 16(23), pages 1-24, December.
    15. Groza, Mark D. & Locander, David A. & Howlett, Charles H., 2016. "Linking thinking styles to sales performance: The importance of creativity and subjective knowledge," Journal of Business Research, Elsevier, vol. 69(10), pages 4185-4193.
    16. Guo, Aifang & Li, Yuke & Zuo, Ze & Chen, Guangpu, 2015. "Influence of organizational elements on manufacturing firms' service-enhancement: An empirical study based on Chinese ICT industry," Technology in Society, Elsevier, vol. 43(C), pages 183-190.
    17. ben Jabeur, Sami & Mefteh-Wali, Salma & Carmona, Pedro, 2021. "The impact of institutional and macroeconomic conditions on aggregate business bankruptcy," Structural Change and Economic Dynamics, Elsevier, vol. 59(C), pages 108-119.
    18. Peter Qvist-Sørensen, 2020. "Applying IIoT and AI - Opportunities, Requirements and Challenges for Industrial Machine and Equipment Manufacturers to Expand Their Services," Central European Business Review, Prague University of Economics and Business, vol. 2020(2), pages 46-77.
    19. Liang, Xiaoning & Frösén, Johanna, 2020. "Examining the link between marketing controls and firm performance: The mediating effect of market-focused learning capability," Journal of Business Research, Elsevier, vol. 109(C), pages 545-556.
    20. Vitolla, Filippo & Raimo, Nicola & Rubino, Michele & Garegnani, Giovanni Maria, 2021. "Do cultural differences impact ethical issues? Exploring the relationship between national culture and quality of code of ethics," Journal of International Management, Elsevier, vol. 27(1).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:132:y:2021:i:c:p:753-764. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.