Contextual factors and the creativity of frontline employees

the mediating efects of role stress and intrinsic motivation

Filipe Coelho, Mário Augusto, Luis Filipe Lages

Research output: Contribution to journalArticle

117 Citations (Scopus)

Abstract

Creative frontline service employees may be crucial in ensuring organizational performance. However, scant research has investigated the antecedents of service employee creativity. This research applies Role Theory to enlighten this issue. The findings reveal that: role conflict and role ambiguity have opposing effects on creativity; Role Theory complements Cognitive Evaluation Theory as a mediational mechanism for the influence of contextual factors on creativity; and, against current thinking, contextual factors also affect creativity directly. The results underscore the need to reconceptualize the mechanisms by which contextual factors influence creativity, and suggest how managers can promote creativity through the work environment.

Original languageEnglish
Pages (from-to)31-45
Number of pages15
JournalJournal Of Retailing
Volume87
Issue number1
DOIs
Publication statusPublished - 1 Mar 2011

Fingerprint

Creativity
Frontline employees
Intrinsic motivation
Role stress
Contextual factors
Role theory
Service employees
Evaluation theory
Role ambiguity
Role conflict
Employee creativity
Managers
Work environment
Organizational performance

Keywords

  • Contextual factors
  • Creativity
  • Frontline employees
  • Services

Cite this

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Contextual factors and the creativity of frontline employees : the mediating efects of role stress and intrinsic motivation. / Coelho, Filipe; Augusto, Mário; Lages, Luis Filipe.

In: Journal Of Retailing, Vol. 87, No. 1, 01.03.2011, p. 31-45.

Research output: Contribution to journalArticle

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