Hotel frontline service employees’ creativity and customer-oriented boundary-spanning behaviors: The effects of role stress and proactive personality

The current study examined the relationships among role stress, proactive personality, employee creativity, and customer-oriented boundary spanning behaviors (COBSBs) for frontline service employees (FSEs). This study collected data from 382 FSEs in international hotels in Taiwan to test the research model. The empirical results revealed that employee creativity was positively affected by proactive personality but negatively affected by role...