TY - JOUR
T1 - Don't expect robots to be creative
T2 - Why and when organizational dehumanization is a creativity killer
AU - Fan, Yurong
AU - Lyu, Yijing
AU - Wu, Long-Zeng
AU - Kwan, Ho Kwong
PY - 2025/9
Y1 - 2025/9
N2 - Drawing on regulatory focus theory, this study examines whether, how and when organizational dehumanization affects frontline service employees’ creativity. Aiming to test our hypotheses, we conducted a three-wave survey of 228 leader–employee dyads in a hotel group in China. Data analyses revealed that organizational dehumanization has disruptive effects on frontline service employees’ creativity. In addition, we found that promotion focus mediates the link connecting organizational dehumanization to frontline service employees’ creativity. Furthermore, frontline service employees’ core self-evaluation and job social support are two important moderators that attenuate the direct influence of organizational dehumanization on frontline service employees’ promotion focus, and its indirect effect on frontline service employees’ creativity via promotion focus. We discuss the theoretical and practical implications of these findings.
AB - Drawing on regulatory focus theory, this study examines whether, how and when organizational dehumanization affects frontline service employees’ creativity. Aiming to test our hypotheses, we conducted a three-wave survey of 228 leader–employee dyads in a hotel group in China. Data analyses revealed that organizational dehumanization has disruptive effects on frontline service employees’ creativity. In addition, we found that promotion focus mediates the link connecting organizational dehumanization to frontline service employees’ creativity. Furthermore, frontline service employees’ core self-evaluation and job social support are two important moderators that attenuate the direct influence of organizational dehumanization on frontline service employees’ promotion focus, and its indirect effect on frontline service employees’ creativity via promotion focus. We discuss the theoretical and practical implications of these findings.
KW - Core self-evaluation
KW - Job social support
KW - Organizational dehumanization
KW - Promotion focus
KW - Service creativity
UR - https://www.webofscience.com/api/gateway?GWVersion=2&SrcApp=ceibs_wosapi&SrcAuth=WosAPI&KeyUT=WOS:001492658700001&DestLinkType=FullRecord&DestApp=WOS_CPL
U2 - 10.1016/j.ijhm.2025.104229
DO - 10.1016/j.ijhm.2025.104229
M3 - Journal
SN - 0278-4319
VL - 130
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
M1 - 104229
ER -