Creative frontline service employees play an important role in delivering customer satisfaction, improving organizational learning and innovation, and particularly, in promoting organizational change and performance. This study examines the relationship between the mindfulness of frontline service employees and their creativity in a retail context. Anchored in the Self Determination Theory (SDT) and the Cognitive Evaluation Theory (CET), we investigate the extent to which intrinsic motivation and creative process engagement (i.e., problem identification, information search, and idea generation) are transmission mechanisms for the relationship between mindfulness and creativity. The findings revealed that mindful employees exhibited higher levels of creativity at work, and that intrinsic motivation and creative process engagement have a mediational role on the relationship between mindfulness and creativity. The results also indicated that creative process engagement explained the relationship between intrinsic motivation and creativity. This research offers new insights for research on creativity and for retail management practices.
|Title of host publication
|Rethinking Management and Economics in the New 20’s
|Published - 14 Apr 2023
|Springer Proceedings in Business and Economics
- Frontline employees
- Creative process engagement