Organizational determinants of service employees' exercise of routine, creative, and deviant discretion

Abstract

This research considers several antecedents to the exercise of routine, creative, and deviant discretion in two service organizations in the banking and insurance industries. Invariance testing was used to test the hypothesized relationships across the two service settings. The invariance testing results indicate that across both service settings perceived formalization is inversely related to deviant discretion, perceived centralization is positively related to creative discretion, and organizational support is positively related to routine and creative discretion. Managerial and research implications of these findings are discussed.