Rice U study Customer feedback helps spur employee creativity

first_imgAddThis ShareDavid [email protected] [email protected] Rice U. study: Customer feedback helps spur employee creativity HOUSTON – (Oct. 14, 2015) – Empowering customers to give feedback to service providers can have a key motivational impact on employees’ creativity and customer satisfaction, two important service outcomes, according to a new study by management experts at Rice University, the University of Connecticut, the University of Maryland, the University of Minnesota and National Taiwan University.Credit: thinkstockphotos.com/Rice University“The findings suggest that service creativity is a powerful avenue through which customer satisfaction can be achieved,” said study co-author Jing Zhou, the Houston Endowment Professor of Management at Rice’s Jones Graduate School of Business. “Service creativity allows employees to delight customers in unusual ways or solve problems that existing protocol falls short of addressing.”The research, which will be published in the Journal of Applied Psychology, was based on a multilevel analysis of multisource survey data from 380 hairstylists matched with 3,550 customers in 118 hair salons belonging to a large salon chain in Taiwan. Although the study was conducted in the beauty service industry, the theoretical framework the authors developed addresses fundamental psychological processes that are universal for individual employees, authors said.The study’s findings demonstrate that customers might present a unique opportunity for service organizations to manage encounters between customers and employees, Zhou said. “Our results suggest that organizations can benefit from strategically marketing to customers in order to cue them toward empowering their service provider. For example, managers should look for chances to foster customers’ willingness to empower employees by helping customers establish confidence in the employees and focusing on the prospect of superior performance.”By helping customers realize that they can promote new service ideas or solutions and other positive service outcomes through behaviors such as expressing confidence in service employees and consulting employees for their opinions, managers can facilitate employee creativity through customers, Zhou said.The research also indicates that managers can capitalize on the strategic advantage that external customers can provide by empowering their employees.“Because front-line employees engage in contact with customers on a daily basis, they may have a better sense in terms of the issues that customers are concerned about the most and how to solve these problems in a novel and practical way,” Zhou said. “As a result, empowering employees — rather than closely monitoring and controlling them — may be a more effective way to enable employees to provide satisfying service. Specifically, our findings suggest that empowering leadership helped service employees take advantage of customer empowerment by encouraging them to self-regulate their work-related behavior; they were able to express their promotion focus in the form of generating novel and useful solutions.”The authors selected hair salons as the research context for two reasons. First, generating novel and appropriate hairstyles to meet various customer needs is one of the most basic and important requirements for stylists. Thus, hair salons constitute a particularly fitting context for studying service creativity, Zhou said. Second, the interaction between a customer and a stylist usually lasts long enough (more than 30 minutes) for the stylist to perceive a customer’s behaviors and for the customer to observe the stylist’s creative performance.Zhou co-authored the paper with Yuntao Dong, an assistant professor at Connecticut’s School of Business; Hui Liao, the Smith Dean’s Professor in Leadership and Management at Maryland’s Smith School of Business; Aichia Chuang, a professor at National Taiwan University’s College of Management; and Elizabeth Campbell, an assistant professor at Minnesota’s Carlson School of Management.For a copy of the study, “Fostering Employee Service Creativity: Joint Effects of Customer Empowering Behaviors and Supervisory Empowering Leadership,” e-mail [email protected] a Jones Journal article on Zhou’s research in creativity and innovation, “Beyond the Myths of Creativity in the Workplace,” see http://business.rice.edu/Creativity.-30-Follow the Jones School via Twitter @RiceMBA.Follow Rice News and Media Relations via Twitter @RiceUNews.Related materials:Zhou bio: http://business.rice.edu/Jing_Zhoulast_img read more

New MBA Jobs IBM BBT Comcast Deloitte and Chevron

first_img Last Updated Aug 13, 2018 by Max PulciniFacebookTwitterLinkedinemail Want to know the best new MBA jobs out there? This guide is where you want to be. Browse some of the top job openings at the following top MBA employers below, and apply today!Senior Consultant, Digital Strategy – IBMIBM is hiring Digital Strategy Consultants across the country to help advise public and private sector clients on how to transform their business models to mesh with today’s digital landscape. Consultants help deliver high-impact client recommendations by working side by side with senior executives across industries. An MBA degree is required for this job MBA, as well as two-plus years of experience in modern marketing optimization, sales optimization, service optimization, ventures and partnership development, product management, supply chain management, organizational design, operating model design, and performance management.The Senior Consultant’s responsibilities include: Understanding emerging technologies and adapting modern approaches to client problemsCommunicating and defending points of view to business leaders and team membersBuilding direct working relationships across all levels of the IBM and client teamsEnsuring the success of your team and client, multi-tasking, meeting deadlines, and incorporating feedbackYou can browse the IBM careers page to find more jobs.Transaction Manager – BB&TBB&T is hiring new Transaction Manager for the Grandbridge Real Estate office in Atlanta. Grandbridge Real Estate Capital is financing company that provides real estate brokerage services including arranging and servicing commercial real estate loans. A subsidiary of BB&T, Grandbridge has a servicing portfolio of over $29.1 billion. The manager will analyze, structure, underwrite and manage financing transactions for production offices. An MBA in Finance or Real Estate and sales and or marketing training is necessary for this position.Responsibilities of the Transaction Manager include:Loan underwriting, analysis, presentation and submission process.Coordinating the delivery of financing submissions and tracking capital source quotes.Managing expectations and timeframes for the capital user and capital providersResearching and identifying customers that need income producing commercial real estate loansSee this job, and many more, at the BB&T careers page.Integrated Supply Chain Director – ComcastComcast has an Integrated Supply Chain Director position open in its Philadelphia office. The job is specifically for the Director of Business Process Reengineering (BPR)—a key role within Comcast’s Integrated Supply Chain Organization. The BPR will partner with stakeholders and leadership to develop and achieve short and long-term goals and priorities The Director is ultimately be responsible for team development of leading highly visible supply chain initiatives. This position requires 10-plus years related experience and is MBA preferred.Other responsibilities of the Integrated Supply Chain Director include:Leading and organizing a dynamic, fast-paced teamLeading team development and mentorshipDesigning supply chain systems strategy and roadmaps to support scale, efficiency, and improved customer experienceOwning the development of business project plans and schedulesVisit the Comcast careers page to see more job openings.Capital Projects Consultant – DeloitteDeloitte is hiring a new Capital Projects Consultant at its Chicago offices. Deloitte Advisory’s Valuation and Capital Projects Consultants help clients complete major projects on-time and within budget, and advise firms on how to use of new technologies. Ultimately, they create value and minimize risk for clients. The position is MBA preferred, but requires some construction industry related work experience.Major Capital Projects Consultant responsibilities include:Helping clients make infrastructure decisionsBuilding structures, systems and controls so clients can deliver capital projects with confidenceHelping plan, manage and control project cost and schedule through construction auditing, schedule analysis and litigation supportDeploying analytics to help clients use data to their advantageSee more jobs like this at Deloitte’s careers page.Business & Commercial MBA Program – ChevronChevron’s Business & Commercial MBA Program is designed for recent MBA graduates. The two-year program offers the opportunity to broaden critical skills while receiving mentoring from senior managers. Comprised of four six-month rotations, candidates have the opportunity to join Chevron’s business and commercial development program following the program’s completion.Assignments may be in the following business functions:Strategy, planning and business analysisSupply chain / Value chain optimizationBusiness developmentAsset commercializationDecision analysisHydrocarbon scheduling and logisticsHydrocarbon trading analyticsMarketing and salesYou can see more opportunities at Chevron on the company’s careers page. About the AuthorMax PulciniMax Pulcini is a Philadelphia-based writer and reporter. He has an affinity for Philly sports teams, Super Smash Bros. and cured meats and cheeses. Max has written for Philadelphia-based publications such as Spirit News, Philadelphia City Paper, and Billy Penn, as well as national news outlets like The Daily Beast.View more posts by Max Pulcini regions: Atlanta / Baltimore / Boston / Chicago / Dallas / Denver / Houston / London / Los Angeles / Miami / New York City / Online / Philadelphia / Research Triangle / San Diego / San Francisco / Seattle / Toronto / Washington, DCcenter_img New MBA Jobs: IBM, BB&T, Comcast, Deloitte, and Chevron RelatedTop New Consulting MBA Jobs at Non-Big Four FirmsWhile it’s great to aim for the stars, not every MBA can and will land a job at one of the Big Four firms of KPMG, Ernst & Young, Deloitte, and PricewaterCoopers. However, there are plenty of other new MBA jobs available at other big-name firms. Here’s a look at…January 22, 2019In “A.T. Kearney”Top MBA Recruiters: DeloitteIf there’s one thing that every MBA grad has in common, it’s the desire for a great job after graduation. While that concept is different in execution for each individual, there’s no doubt that Deloitte would top the list. It was just named by LinkedIn as the 13th most sought…August 26, 2016In “Featured Home”These Tech Firms are Looking for Brand New MBA TalentNot every new MBA job in the tech sector is at Google, Apple, Facebook or Microsoft—there are plenty of exciting opportunities for new tech MBA talent at companies like Hewlett-Packard, IBM, and Adobe. According to a study by the Graduate Management Admission Council, an astonishing 89 percent of tech companies hired…February 14, 2019In “Career”last_img read more