The purpose of this paper is to advance our understanding of the roles that service employees’ responses to high job demands play in service innovation, by examining the…
The purpose of this paper is to advance our understanding of the roles that service employees’ responses to high job demands play in service innovation, by examining the effects that service employees’ motivational orientation in self-regulation (regulatory focus) and their emotional labour strategy have on their creativity.
By integrating regulatory focus theory and emotion regulation theory, the authors developed a theoretical model to propose the links between promotion and prevention regulatory foci, different emotional labour strategies and frontline employee creativity. The research hypotheses were tested using hierarchical linear model based on data collected from 304 frontline employees and 72 supervisors in 51 restaurants.
The results showed that promotion focus was positively related to frontline employee creativity while prevention focus was negatively related to it. In addition, both emotional labour strategies (deep acting and surface acting) mediated the effect of promotion focus on frontline employee creativity. Surface acting mediated the effect of prevention focus on frontline employee creativity.
This is the first research conducted to explain, from a self-regulatory perspective, the influence that is exerted on service employees’ service innovation by their responses to high job demands. The findings identify the effects that service employees’ promotion focus or prevention focus in self-regulation have on their creativity, and the data unravel the role of emotional labour strategy as the mediating mechanism that explains the influence of regulatory focus on service employee creativity. On the basis of the findings, managerial directions are offered with regard to managing service employees’ regulatory focus and emotional labour, with a view to enhancing the creativity and innovation within a service organisation.
This study aims to investigate impacts of classic transaction cost-related factors (i.e. partner selection cost, specific asset investment and extorting rent cost) on…
This study aims to investigate impacts of classic transaction cost-related factors (i.e. partner selection cost, specific asset investment and extorting rent cost) on joint venture (JV) partner’s cooperative and opportunistic behaviour, from the perspective of transaction cost economics.
Item measurements, based on which the questionnaire was developed, were derived according to a thorough search and review of related literature. In all, 226 valid responses from manufacturing enterprises in China were collected. A structural equation modelling approach was used to analyse the data and examine the fitness of the proposed model.
This study shows that partner selection cost, specific asset investment and extorting rent cost are positively related to a JV partner’s cooperative behaviour. Specific asset investment exerts the most significant influence on partner’s cooperative behaviour. The results also reveal that partner’s opportunistic behaviour is not significantly affected by specific asset investment but is negatively influenced by extorting rent cost. Both partner selection cost and extorting rent cost show positive impacts on specific asset investment.
The investigation focused on only manufacturing enterprises in one country. Future research could be directed to investigating other countries to increase the generalizability of the findings.
The findings suggest that increasing the extorting rent cost to promote the probability of specific asset investment is a core element to enhance JV partner cooperation.
The study not only empirically investigates the relative importance of classic transaction cost-related factors on JV partner opportunism and cooperation, but also enables a deeper understanding of the interrelationship among the classic transaction cost-related factors and their influences on partner cooperation and opportunism.
The purpose of this study is to empirically test and extend knowledge of the effects of emotional labor of frontline service employee.
The authors examined the effects of emotional labor (surface acting and deep acting) on frontline employee creativity, as well as the mediating effects of different kinds of job stress (hindrance stress and challenge stress) on the relationship between emotional labor and creativity. The research hypotheses were tested using data collected from 416 service employee–supervisor dyads in 82 Chinese local restaurants.
Results show that surface acting is negatively related to and deep acting is positively related to frontline employee creativity; surface acting is positively related to hindrance stress, while deep acting is positively related to challenge stress; and hindrance stress mediates the relationship between surface acting and creativity.
This study extends the consequences of emotional labor to frontline employee creativity from a cognitive perspective. It also advances knowledge about the effects of emotional labor on stress by classifying different kinds of job stress caused by different cognitive appraisals of surfacing acting and deep acting, and revealing the role of hindrance stress as psychological mechanism through which surface acting affects creativity.