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Creative staff lead to satisfied customers

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Staff Writer |
Customer servic
Relations   Organizations in the service sector

Organizations in the service sector that have more creative employees enjoy higher levels of customer satisfaction, according to new research led by the University of East Anglia (UEA).

The study looked at how creativity-orientated HR practices influence customer satisfaction.

The authors recommend that businesses should invest in developing the creative capabilities of their customer service employees by implementing a system of HR practices tailored towards creativity.

These could include workshops to help staff increase their creative confidence and training to provide creative thinking and problem solving techniques.

Training could be provided for managers to help enable employee creativity, while rewards for individual and team ideas could also encourage creativity, though these would not necessarily need to be financial.

Despite the potential influence of employees' creative performance on customer outcomes and ultimately, Organizational performance, creative performance in frontline service roles has received little research attention.

Sales and customer service roles are also usually associated with more scripted rather creative behaviour.

However the findings of this study, published in the Journal of Management, show that in retail companies, branches that on average were more creative as rated by their managers received higher satisfaction evaluations from their customers.

The researchers also found that in branches where employees perceived there to be more HR practices in place for creativity, staff expressed higher levels of their needs being satisfied - for example having control in their work, feeling competent, feeling connected to people in their team - which was in turn positively related to creative performance.

Lead author Ieva Martinaityte, a lecturer in business and management at UEA's Norwich Business School, said: "We are living in a constantly changing environment and companies need to adapt to changes in technology and customer needs.

"Customers want a more personal service and we show that a more creative approach is a way to enhance their experience. Delighting the customer will increasingly stem from frontline employees' creative rather than scripted role performance."


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