Organizational determinants of service employees' exercise of routine, creative, and deviant discretion

Scott W. Kelley, Timothy Longfellow, Jack Malehorn

Research output: Contribution to journalArticlepeer-review

73 Scopus citations

Abstract

This research considers several antecedents to the exercise of routine, creative, and deviant discretion in two service organizations in the banking and insurance industries. Invariance testing was used to test the hypothesized relationships across the two service settings. The invariance testing results indicate that across both service settings perceived formalization is inversely related to deviant discretion, perceived centralization is positively related to creative discretion, and organizational support is positively related to routine and creative discretion. Managerial and research implications of these findings are discussed.

Original languageEnglish
Pages (from-to)135-157
Number of pages23
JournalJournal of Retailing
Volume72
Issue number2
DOIs
StatePublished - Jun 1996

ASJC Scopus subject areas

  • Marketing

Fingerprint

Dive into the research topics of 'Organizational determinants of service employees' exercise of routine, creative, and deviant discretion'. Together they form a unique fingerprint.

Cite this