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

  • Filipe Coelho


    (University of Coimbra, GEMF)

  • Carlos Sousa

    (University College of Dublin)

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    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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    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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    7. Redmond, Matthew R. & Mumford, Michael D. & Teach, Richard, 1993. "Putting Creativity to Work: Effects of Leader Behavior on Subordinate Creativity," Organizational Behavior and Human Decision Processes, Elsevier, vol. 55(1), pages 120-151, June.
    8. 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.
    9. Rajdeep Grewal & Murali Chandrashekaran & F. Robert Dwyer, 2008. "Navigating Local Environments with Global Strategies: A Contingency Model of Multinational Subsidiary Performance," Marketing Science, INFORMS, vol. 27(5), pages 886-902, 09-10.
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