References
- Ali, F., Kim, W. G., Li, J., & Cobanoglu, C. (2018). A comparative study of covariance and partial least squares based structural equation modelling in hospitality and tourism research. International Journal of Contemporary Hospitality Management, 30(1), 416-435. doi:10.1108/IJCHM-08-2016-040910.1108/IJCHM-08-2016-0409
- Amabile, T. M., Conti, R., Coon, H., Lazenby, J., & Herron, M. (1996). Assessing the work environment for creativity. The Academy of Management Journal, 39(5), 1154-1184. doi:10.2307/25699510.2307/256995
- Amabile, T. M., & Pratt, M. G. (2016). The dynamic componential model of creativity and innovation in organizations: Making progress, making meaning. Research in Organizational Behavior, 36, 157-183. doi:10.1016/j.riob.2016.10.00110.1016/j.riob.2016.10.001
- Amabile, T. M., Schatzel, E. A., Moneta, G. B., & Kramer, S. J. (2004). Leader behaviors and the work environment for creativity: Perceived leader support. The Leadership Quarterly, 15(1), 5-32. doi:10.1016/j.leaqua.2003.12.00310.1016/j.leaqua.2003.12.003
- Babakus, E., Yavas, U., Karatepe, O., & Avci, T. (2003). The effect of management commitment to service quality on employees’ affective and performance outcomes. Journal of the Academy of Marketing Science, 31(3), 272-286. doi:10.1177/009207030303100300510.1177/0092070303031003005
- Bowen, D. E., & Lawler 3rd, E. E. (1992). The empowerment of service workers: What, why, how, and when. Sloan Management Review, 33(3), 31-39.
- Chin, W. W., Peterson, R. A., & Brown, S. P. (2008). Structural equation modeling in marketing: Some practical reminders. Journal of Marketing Theory and Practice, 16(4), 287-298. doi:10.2753/MTP1069-667916040210.2753/MTP1069-6679160402
- Coombs, R., & Miles, I. (2000). Innovation, Measurement and Services: The New Problematique. Innovation Systems in the Service Economy, 85–103. doi:10.1007/978-1-4615-4425-8_510.1007/978-1-4615-4425-8_5
- Crant, J. M. (2000). Proactive behavior in organizations. Journal of Management, 26(3), 435-462.
- De Jong, J. P. J., & Den Hartog, D. N. (2007). How leaders influence employees’ innovative behaviour. European Journal of Innovation Management, 10(1), 41–64. doi:10.1108/1460106071072054610.1108/14601060710720546
- Dover, K. (1999). Avoiding empowerment traps. Management Review, 88(1), 51-51.
- Drejer, I. (2004). Identifying innovation in surveys of services: a Schumpeterian perspective. Research Policy, 33(3), 551–562. doi:10.1016/j.respol.2003.07.00410.1016/j.respol.2003.07.004
- Drucker, P. F. (1993). Management: Tasks, responsibilities, practices. New York: Collins Business.
- Ekvall, G. (1996). Organizational climate for creativity and innovation. European Journal of Work and Organizational Psychology, 5(1), 105–123. doi:10.1080/1359432960841484510.1080/13594329608414845
- Ekvall, G. I., & Ryhammar, L. (1998). Leadership style, social climate and organizational outcomes: A study of a swedish university college. Creativity and Innovation Management, 7(3), 126-130. doi:10.1111/1467-8691.0010010.1111/1467-8691.00100
- Farr, J. L., & West, M. A. (Eds.). (1990). Innovation and creativity at work: Psychological and organizational strategies. Wiley.
- Forrester, R. (2000). Empowerment: Rejuvenating a potent idea. The Academy of Management Executive, 14(3), 67. doi:10.5465/ame.2000.446806710.5465/ame.2000.4468067
- Fritsch, M. (2017). The theory of economic development - an inquiry into profits, capital, credit, interest, and the business cycle. ABINGDON: Routledge Journals, Taylor & Francis Ltd. doi:10.1080/00343404.2017.127897510.1080/00343404.2017.1278975
- Gadrev, J., Gadrey, J., Galloui, F., Gallouj, F., & Weinstein, O. (1995). New modes of innovation: How services benefit industry.International Journal of Service Industry Management, 6(3), 4-16. doi:10.1108/0956423951009132110.1108/09564239510091321
- Graen, G. B., & Uhl-Bien, M. (1995). Relationship-based approach to leadership: Development of leader-member exchange (LMX) theory of leadership over 25 years: Applying a multi-level multi-domain perspective. The Leadership Quarterly, 6(2), 219-247. doi:10.1016/1048-9843(95)90036-510.1016/1048-9843(95)90036-5
- Hair, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. (2018). Advanced issues in partial least squares structural equation modeling. Los Angeles: SAGE.
- Hart, C. W., Heskett, J. L., & Sasser Jr, W. E. (1990, The profitable art of service recovery. Harvard Business Review, 68, 148-156.
- Hartline, M. D., & Ferrell, O. C. (1996). The Management of Customer-Contact Service Employees: An Empirical Investigation. Journal of Marketing, 60(4), 52. doi:10.2307/125190110.2307/1251901
- Isaksen, S. G., Lauer, K. J., & Ekvall, G. (1999). Situational outlook questionnaire: A measure of the climate for creativity and change. Psychological Reports, 85(2), 665-674.
- Janssen, O. (2000). Job demands, perceptions of effort-reward fairness and innovative work behaviour. Journal of Occupational and Organizational Psychology, 73(3), 287-302. doi:10.1348/09631790016703810.1348/096317900167038
- Kristof, A. L. (1996). Person-organization fit: An integrative review of its conceptualizations, measurement, and implications.Personnel Psychology, 49(1), 1-49. doi:10.1111/j.1744-6570.1996.tb01790.x10.1111/j.1744-6570.1996.tb01790.x
- Lewis, B. R., & GABRIELSEN, G. O. S. (1998). Intra-organisational aspects of service quality management: The employees' perspective. The Service Industries Journal, 18(2), 64-89. doi:10.1080/0264206980000001910.1080/02642069800000019
- Minh, N. K., Long, G. T., & Hung, N. V. (2013). Efficiency and super-efficiency of commercial banks in vietnam: Performances and determinants. Asia - Pacific Journal of Operational Research, 30(1), G1.
- Mumford, M. D., & Gustafson, S. B. (1988). Creativity syndrome: Integration, application, and innovation. Psychological Bulletin, 103(1), 27-43.
- Nham, P., & Phan, C. (2015). Impact of service quality on customer satisfaction of automated teller machine service: Case study of a private commercial joint stock bank in vietnam. Verslas: Teorija Ir Praktika, 16(3), 280-289. doi:10.3846/btp.2015.51010.3846/btp.2015.510
- Ostroff, C., & Rothausen, T. J. (1997). The moderating effect of tenure in person—environment fit: a field study in educational organizations. Journal of Occupational and Organizational Psychology, 70(2), 173-188.10.1111/j.2044-8325.1997.tb00641.x
- Patterson, F., Kerrin, M., & Gatto-Roissard, G. (2009). Characteristics and behaviours of innovative people in organisations. Literature review prepared for the NESTA Policy & Research Unit, 1-63.
- Pieterse, A. N., Knippenberg, D. V., Schippers, M., & Stam, D. (2010). Transformational and transactional leadership and innovative behavior: The moderating role of psychological empowerment. Journal of Organizational Behavior, 31(4), 609-623. doi:10.1002/job.65010.1002/.650
- Rafiq, M., & Ahmed, P. K. (1998). A customer-oriented framework for empowering service employees. Journal of Services Marketing, 12(5), 379-396. doi:10.1108/0887604981023542310.1108/08876049810235423
- Riaz, S., Xu, Y., & Hussain, S. (2018). Understanding employee innovative behavior and thriving at work: A chinese perspective. Administrative Sciences, 8(3), 46. doi:10.3390/admsci803004610.3390/admsci8030046
- Schneider, B. (1980). The service organization: Climate is crucial. Organizational Dynamics, 9(2), 52-65. doi:10.1016/0090-2616(80)90040-610.1016/0090-2616(80)90040-6
- Schuster, F. E., Dunning, K. E., Morden, D. L., Hagan, C. M., Baker, T. E., & McKay, I. S. (1997). Management practice, organization climate, and performance: An exploratory study. The Journal of Applied Behavioral Science, 33(2), 209-226. doi:10.1177/002188639733200910.1177/0021886397332009
- Sims, R. L., & Keon, T. L. (1997). Ethical work climate as a factor in the development of person-organization fit. Journal of Business Ethics, 16(11), 1095-1105.10.1023/A:1017914502117
- Slåtten, T., Svensson, G., & Sværi, S. (2011). Empowering leadership and the influence of a humorous work climate on service employees' creativity and innovative behaviour in frontline service jobs. International Journal of Quality and Service Sciences, 3(3), 267-284. doi:10.1108/1756669111118283410.1108/17566691111182834
- Van de Ven, A.,H. (1986). Central problems in the management of innovation. Management Science, 32(5), 590-607. doi:10.1287/mnsc.32.5.59010.1287/mnsc.32.5.590
- Walton, A. P. (2003). The impact of interpersonal factors on creativity. International Journal of Entrepreneurial Behaviour & Research, 9(4), 146-162. doi:10.1108/1355255031048512010.1108/13552550310485120
- West, M. A. (2002). Sparkling fountains or stagnant ponds: An integrative model of creativity and innovation implementation in work groups. Applied Psychology : An International Review, 51(3), 355-387. doi:10.1111/1464-0597.0095110.1111/1464-0597.00951
- Woodman, R. W., Sawyer, J. E., & Griffin, R. W. (1993). Toward a theory of organizational creativity. The Academy of Management Review, 18(2), 293-321. doi:10.2307/25876110.2307/258761
- Zhang, X. (2010). Linking empowering leadership and employee creativity: The influence of psychological empowerment, intrinsic motivation, and creative process engagement. Development and Learning in Organizations: An International Journal, 24(5), 4-9. doi:10.1108/dlo.2010.08124ead.00710.1108/dlo.2010.08124ead.007
- Zhou, J., & George, J. M. (2001). When job dissatisfaction leads to creativity: Encouraging the expression of voice. The Academy of Management Journal, 44(4), 682-696. doi:10.2307/306941010.2307/3069410