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Curiosity allow frontline service employees to display better service creativity. We show that frontline employees with strong deprivation sensitivity, joyous exploration and social curiosity are more likely to conduct knowledge sharing, and in turn display better creativity on their jobs. However, the strengths of these processes depend on autonomy.
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This page is a summary of: Bridging employee curiosity and service creativity: a new lens, Journal of Service Theory and Practice, May 2021, Emerald,
DOI: 10.1108/jstp-11-2020-0262.
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