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From Goal Orientations to Employee Creativity and Performance: Evidence from Frontline Service Employees

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Author Info

  • Filipe Coelho

    ()
    (University of Coimbra, GEMF)

  • Carlos Sousa

    (University College of Dublin)

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    Abstract

    The authors examine the antecedents of employee creativity and performance in a frontline service setting. They propose a framework that depicts the relationships between goal orientations and employee creativity and performance, including the intervening effects of self-efficacy and customer orientation. The empirical results, based on a sample of 267 bank employees, are broadly supportive of the hypotheses. Learning orientation is directly and indirectly related to creativity, but only indirectly to performance, through self-efficacy, customer orientation and creativity. As to performance orientation, it is indirectly related to creativity through self-efficacy and customer orientation, and directly as well as indirectly, to performance. Overall, these results underscore the need for managers to foster both goal orientations to promote the creativity and performance of employees.

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    File URL: http://gemf.fe.uc.pt/workingpapers/pdf/2011/gemf_2011-08.pdf
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    Bibliographic Info

    Paper provided by GEMF - Faculdade de Economia, Universidade de Coimbra in its series GEMF Working Papers with number 2011-08.

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    Length: 61 pages
    Date of creation: May 2011
    Date of revision:
    Handle: RePEc:gmf:wpaper:2011-08

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    Related research

    Keywords: creativity; goal orientations; services; frontline employees; structural model.;

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    References

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    1. Cynthia Lee & Chun Hui & Catherine H Tinsley & Xiongying Niu, 2006. "Goal orientations and performance: role of temporal norms," Journal of International Business Studies, Palgrave Macmillan, vol. 37(4), pages 484-498, July.
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    6. Button, Scott B. & Mathieu, John E. & Zajac, Dennis M., 1996. "Goal Orientation in Organizational Research: A Conceptual and Empirical Foundation," Organizational Behavior and Human Decision Processes, Elsevier, vol. 67(1), pages 26-48, July.
    7. Constantine S Katsikeas & Dionysis Skarmeas & Daniel C Bello, 2009. "Developing successful trust-based international exchange relationships," Journal of International Business Studies, Palgrave Macmillan, vol. 40(1), pages 132-155, January.
    8. Jones, Eli & Busch, Paul & Dacin, Peter, 2003. "Firm market orientation and salesperson customer orientation: interpersonal and intrapersonal influences on customer service and retention in business-to-business buyer-seller relationships," Journal of Business Research, Elsevier, vol. 56(4), pages 323-340, April.
    9. Thakor, Mrugank V. & Joshi, Ashwin W., 2005. "Motivating salesperson customer orientation: insights from the job characteristics model," Journal of Business Research, Elsevier, vol. 58(5), pages 584-592, May.
    10. 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.
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