标题 （Title）：Invisible hands in service creativity: Joint effects of customer empowering behaviors and empowering leadership.

汇报人 （Speaker）：Hui Liao （廖卉） 教授 Robert H. Smith School of Business，University of Maryland

功夫（Time）: 2013年6月26日（周三）下午15：30－17：30

地址（Location）：拉斯维加斯9888酒店K-03会议室

提要（Abstract）: This study uses the Service-Dominant logic from the service literature as an overarching framework and integrates theories on empowering leadership and regulatory focus theory to develop a model that explicates the impact of customer empowering behaviors on employee service creativity and customer satisfaction, as well as the important role of empowering leadership in managing customer-employee interactions. Using multilevel, multi-source, experience sampling data that involved 380 hairstylists matched with 3550 customers, we found that employee state promotion focus mediated the positive relationship between customer empowering behaviors and employee creativity. We also found a synergy of empowering behaviors from different agents as invisible hands in shaping employee service creativity: empowering leadership strengthened the indirect effect of customer empowering behaviors on employee creativity via state promotion focus.

Hui Liao （廖卉）简介（Speaker's Bio）：

Smith Dean's Professor in Leadership & Management （史女士院长席辅导力与治理教授）

Department of Management & Organization （治理与组织系）

Robert H. Smith School of Business （罗伯特 史女士商学院）

University of Maryland （马里兰大学）

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