CREATIVITY AND STANDARDIZATION: COMPLEMENTARY OR CONFLICTING DRIVERS OF TEAM EFFECTIVENESS?

We examine relationships between creativity, the use of standardized work practices, and effectiveness (measured as both performance and customer satisfaction) among 90 empowered teams of service technicians. Despite the seemingly contradictory natures of creativity and standardized procedures, our results indicate that they can be complementary. Specifically, standardization was found to moderate the relationship between creativity and both team performance and customer satisfaction, although the pattern of results differed for the two measures of effectiveness. We discuss how and when teams can effectively employ both work practices.

[1]  P. Bliese.  Within-group agreement, non-independence, and reliability: Implications for data aggregation and analysis. , 2000 .

[2]  R. Wageman.  Interdependence and Group Effectiveness , 1995 .

[3]  C. Ford.  A Theory of Individual Creative Action in Multiple Social Domains , 1996 .

[4]  C. Shalley,et al.  Matching Creativity Requirements and the Work Environment: Effects on Satisfaction and Intentions to Leave , 2000 .

[5]  J. Hackman,et al.  Group tasks, group interaction process, and group performance effectiveness: A review and proposed integration , 1975 .

[6]  Robert K. Kazanjian,et al.  Multilevel Theorizing about Creativity in Organizations: A Sensemaking Perspective , 1999 .

[7]  J. M. Cortina,et al.  Interaction, Nonlinearity, and Multicollinearity: implications for Multiple Regression: , 1993 .

[8]  R. I. Sutton,et al.  Untangling the Relationship between Displayed Emotions and Organizational Sales: The Case of Convenience Stores , 1988 .

[9]  E. Torrance.  The nature of creativity as manifest in its testing. , 1988 .

[10]  C. Shalley,et al.  A Little Creativity Goes a Long Way: An Examination of Teams’ Engagement in Creative Processes , 2004 .

[11]  T. Ruddy,et al.  AN EXAMINATION OF THE RELATIONSHIP BETWEEN WORK GROUP CHARACTERISTICS AND PERFORMANCE: ONCE MORE INTO THE BREECH , 1997 .

[12]  J. Dean,et al.  MANAGEMENT THEORY AND TOTAL QUALITY: IMPROVING RESEARCH AND PRACTICE THROUGH THEORY DEVELOPMENT , 1994 .

[13]  Timothy J. Vogus,et al.  Structuring for High Reliability: HR Practices and Mindful Processes in Reliability-Seeking Organizations , 2003 .

[14]  Tom R. Burns,et al.  The Management of Innovation. , 1963 .

[15]  John E. Mathieu,et al.  A Temporally Based Framework and Taxonomy of Team Processes , 2001 .

[16]  Mary Ann Glynn,et al.  Creativity and technological learning: the roles of organization architecture and crisis in large-scale projects , 2000 .

[17]  Mark A. Runco,et al.  The Creativity and Job Satisfaction of Artists in Organizations , 1995 .

[18]  Bradley L. Kirkman,et al.  Beyond Self-Management: Antecedents and Consequences of Team Empowerment , 1999 .

[19]  Eric D. Sundstrom,et al.  Supporting work team effectiveness : best management practices for fostering high performance , 1999 .

[20]  R.I. Sutton.  The weird rules of creativity , 2002, IEEE Engineering Management Review.

[21]  C. Shalley,et al.  The Social Side of Creativity: A Static and Dynamic Social Network Perspective , 2003 .

[22]  John H. Grant,et al.  Construct Measurement in Organizational Strategy Research: A Critique and Proposal , 1986 .

[23]  William A. Kahn.  Psychological Conditions of Personal Engagement and Disengagement at Work , 1990 .

[24]  Jan Kratzer,et al.  Virtuality, communication, and new product team creativity: a social network perspective , 2003 .

[25]  B. Schneider,et al.  Employee and customer perceptions of service in banks: Replication and extension. , 1985 .

[26]  Paul E. Tesluk,et al.  Influences of Organizational Culture and Climate on Individual Creativity. , 1997 .

[27]  M. Feldman,et al.  Reconceptualizing Organizational Routines as a Source of Flexibility and Change , 2003 .

[28]  Terry C. Blum,et al.  Team and organizational attitudes as a lens and mirror impacting customer satisfaction: an empirical test in self-managed teams , 2001 .

[29]  Ricky W. Griffin,et al.  Toward a Theory of Organizational Creativity , 1993 .

[30]  M. Csíkszentmihályi,et al.  Experience Sampling Method Applications to Communication Research Questions. , 1996 .

[31]  Daniel Stokols,et al.  Qualities of Work Environments That Promote Perceived Support for Creativity , 2002 .

[32]  L. James,et al.  Estimating within-group interrater reliability with and without response bias. , 1984 .

[33]  Frederick Winslow Taylor,et al.  科学管理原理=The principles of scientific management , 2014 .

[34]  Sara L. Rynes,et al.  Making total quality work: Aligning organizational processes, performance measures, and stakeholders , 1991 .