What is it about?
Customers who give employees more freedom and encouragement can boost employee creativity during service interactions, such as in a salon. This creativity leads to better service and happier customers, especially when supportive leaders back it up as well.
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Why is it important?
When customers trust and encourage service employees—such as showing confidence or asking for their input—it can spark creativity and lead to improved service. Managers can support this by empowering both employees and customers to work together.
Read the Original
This page is a summary of: Fostering employee service creativity: Joint effects of customer empowering behaviors and supervisory empowering leadership., Journal of Applied Psychology, September 2015, American Psychological Association (APA),
DOI: 10.1037/a0038969.
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