Creativity and Standardization: Complementary or Conflicting Drivers of Team Effectiveness?
研究了90个服务技术团队中创造力与标准化工作实践的关系，发现两者互补，标准化调节了创造力对团队绩效和客户满意度的影响。
We examine relationships between creativity, the use of standardized work practices, and effectiveness (measured as both performance and customer satisfaction) among 90 empowered teams of service technicians. Despite the seemingly contradictory natures of creativity and standardized procedures, our results indicate that they can be complementary. Specifically, standardization was found to moderate the relationship between creativity and both team performance and customer satisfaction, although the pattern of results differed for the two measures of effectiveness. We discuss how and when teams can effectively employ both work practices.