Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/33607
Title: Does job creativity requirement improve service performance? A multilevel analysis of work stress and service environment
Authors: Hon, AHY 
Keywords: Job creativity requirement
Multilevel
Service performance
Job-induced stress
Coworker
Issue Date: 2013
Publisher: Pergamon Press
Source: International journal of hospitality management, 2013, v. 35, p. 161-170 How to cite?
Journal: International journal of hospitality management 
Abstract: Based on the general presupposition that creativity is always good, insufficient attention has been paid to the negative side of creativity. In light of this issue, we examine the degree to which organizational requirements for employees to work creatively improves their service performance through the job stress that is induced by a requirement for job creativity. We used a multilevel approach on a sample of 305 full-time Chinese employees from 48 service organizations. Hierarchical linear modeling results indicate that a creativity requirement at work is positively related to the job stress induced by such a requirement, which in turn, is negatively related to employee service performance. The negative relationship between job stress and service performance is moderated by a service climate and a supportive coworker environment. A supportive coworker environment minimizes the negative effect of job stress on employee service performance, whereas a service climate accentuates this negative effect.
URI: http://hdl.handle.net/10397/33607
ISSN: 0278-4319
EISSN: 1873-4693
DOI: 10.1016/j.ijhm.2013.06.003
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