Unleashing frontline employee creativity through emotional intelligence: a self-determination theory lens

Makoto Fujii ()
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Makoto Fujii: Kanagawa University

Service Business, 2025, vol. 19, issue 4, No 1, 34 pages

Abstract: Abstract This study applies self-determination theory as its theoretical lens to examine the mediating roles of work meaningfulness and deep acting in the relationship between emotional intelligence (EI) and frontline employee (FLEs’) creativity. Data were collected from 209 hair stylists in Japan selected from a market research firm’s online panel. The results revealed that EI had significant direct effects on FLEs’ creativity, work meaningfulness, and deep acting. The post-hoc analysis showed that work experience moderated the relationship between deep acting and FLEs’ creativity. This study offers fine-grained knowledge for practitioners who wish to unleash FLEs’ creativity in human resource practices.

Keywords: Emotional intelligence; Work meaningfulness; Deep acting; Frontline employee creativity (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s11628-025-00595-1

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