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The moderating role of job required creativity on the relationship between employee creativity and customer satisfaction in a call center environment.

机译：适度的工作要求呼叫中心环境中的员工创造力与客户满意度之间的关系具有创造力。

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摘要

It has frequently been argued that improving employee creativity will translate into improved organizational performance, however few studies have actually provided support for this argument. Instead, many researchers have mainly focused on studying creativity as an outcome variable, assuming that by improving creativity, other desirable outcomes (e.g., improved organizational performance) will occur. The purpose of this study is to take a less common approach in the study of creativity by examining an important organizational performance outcome---customer satisfaction---as a consequence of employee creativity. Specifically, this study examined whether job required creativity influenced the relationship between employee creativity and customer satisfaction among call center agents working at a large U.S. based outsourcer that provides call center support for a major mobile phone service provider. The customer service agents' creative problem solving ability was assessed via responses on a creative problem solving task that were rated by quasi-expert and subject matter experts (SMEs), as well as the agents' supervisors who provided evaluations of their creativity. Customer satisfaction was assessed by the customer via an after call survey and job required creativity was operationalized according to the call type handled by the agent. It was observed that each of the creativity measures positively predicted customer satisfaction, but this relationship was not influenced by job required creativity as hypothesizes. Findings suggest that creativity may be an important knowledge, skills, and ability (KSA) among customer service employees, which appears to have traditionally been overlooked.
机译：经常有人争辩说，提高员工的创造力将转化为组织绩效的提高，但是实际上很少有研究为这种观点提供支持。取而代之的是，许多研究人员主要专注于研究作为结果变量的创造力，假设通过提高创造力，将会出现其他理想的结果（例如，改善的组织绩效）。这项研究的目的是通过研究重要的组织绩效结果-客户满意度-作为员工创造力的结果，在创造力研究中采用一种不太常见的方法。具体而言，这项研究调查了工作要求的创造力是否影响了在大型美国外包商中工作的呼叫中心代理之间的员工创造力和客户满意度之间的关系，该外包商为主要的移动电话服务提供商提供呼叫中心支持。客户服务代理商的创造性问题解决能力是通过对创造性问题解决任务的响应进行评估的，该任务由准专家和主题专家（SME）以及提供其创造性评估的代理商主管进行评估。客户通过呼叫后调查来评估客户满意度，并根据座席处理的呼叫类型来执行所需的创造力工作。据观察，每个创造力度量均能正面预测客户满意度，但这种关系不受假设的工作要求创造力的影响。研究结果表明，创造力可能是客户服务员工中的一项重要知识，技能和能力（KSA），传统上这似乎被忽视了。

著录项

  • 作者

    Arreola, Nicholas J.;

  • 作者单位

    University of Nebraska at Omaha.;

  • 授予单位 University of Nebraska at Omaha.;
  • 学科 Social psychology.
  • 学位 Ph.D.
  • 年度 2015
  • 页码 128 p.
  • 总页数 128
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

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