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Journal of Service Research

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Journal of Service Research Job Characteristics and the Creativity of Frontline Service Employees
Filipe Coelho and Mário Augusto Journal of Service Research 2010 13: 426 originally published online 21 May 2010 DOI: 10.1177/1094670510369379 The online version of this article can be found at:

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Center for Excellence in Service, University of Maryland

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Job Characteristics and the Creativity of Frontline Service Employees
´rio Augusto1 Filipe Coelho1 and Ma

Journal of Service Research 13(4) 426-438 ª The Author(s) 2010 Reprints and permission: DOI: 10.1177/1094670510369379

Abstract This study investigates the main and interactive effects of job characteristics on the creativity of frontline service employees. Past research investigates the link between job complexity, an index measure of job characteristics, and employee creativity. This study follows a component-wise approach in studying the influence of each job characteristic on the creativity of employees. The approach overcomes a number of limitations such as the sole reliance on the intrinsic motivation rationale. In addition, we conduct this research in services, whereas past research has focused...

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