本研究主要是探討影響前線服務人員創意力的相關因素。前線服務人員在企業中扮演著舉足輕重的角色，基於前線服務人員常與消費者接觸，他們能更直接地了解消費者遇到的問題和需求，意味著前線服務人員更需要創意力為顧客解決問題和為企業創新作出貢獻。以往大部份對於前線服務人員個人創意力的相關研究主要探究個人特質對個人創意力的影響，對於工作環境或其他因素影響創意力的研究甚少，過去文獻主張不同國家對於前線服務人員創意力相關因素會有不同程度的影響，因此本研究以跨國觀點比較台灣與美國對於工作環境因素和個人社會資本與前線服務人員創意力之間關係的影響。本研究所使用的資料來自之前在美國、中國和台灣進行的資料收集計劃‘‘Social Capital: Its Origins and Consequences”。
研究結果顯示權力、工作自主性、認識其他職位的數量和與他人接觸的頻率這幾個因素對於不同國家的前線服務人員創意有著不同的影響。此研究有助企業瞭解並設計相關管理政策協助前線人員發揮創意力，除此之外也能讓組織更有效管理跨國前線服務人員團隊。在學術上，能更了解不同國家對於前線服務人員創意力的相關影響因素的調節效果。

Frontline service employees (FSEs) are often the first point of contact between the firm and the customer. They are able to understand the customer’s need and provide creative solutions when problems occur. These situations indicate that FSEs’ creativity is an important issue for service firm to focus. There has been importance on research about FSEs’ creativity. While the personal factors and work contextual factors leading to FSEs’ creativity have been extensively investigated, the individual-level social capital is relatively underexplored. Therefore, the aim of this thesis attempts to explore how individual-level social capital and work contextual factors are related to individual FSEs’ creativity. In addition, a cross-country comparison was conducted. This study used the data from the previous research project ‘‘Social Capital: Its Origins and Consequences” conducted in United Stated, China, and Taiwan. Results of this study show authority, autonomy, number of positions known and interpersonal contact frequency of individual social capital have different effects across countries. These findings have implications for researchers and provide some insights for service firms.

Abstract
Table of Content
List of Tables
List of Figures

Chapter1 Introduction
1.1 Research background
1.2 Research purpose

Chapeter2 Theoretical Background
2.1 Creativity defined
2.2 Creativity in workplace
2.3 Personal factor to creativity
2.4 Contextual factor to creativity
2.4.1 Job characteristics: Authority
2.4.2 Job characteristics: Autonomy
2.4.3 Job characteristics: Job complexity
2.4.4 Job characteristics: Job satisfaction
2.4.5 Job characteristics: Interpersonal satisfaction
2.5 Individual-level social capital
2.5.1 Individual-level social capital: Diversity
2.5.2 Individual-level social capital: Density
2.5.3 Individual-level social capital: Interpersonal contacts
2.5.4 Individual-level social capital: Trust
2.6 Cultural factor

Chapeter3 Research Model and Hypotheses
3.1 Cross country differences in the relationship between work contextual factor and creativity
3.2 Cross country differences in the relationship between individual-level social capital and creativity

Chapter4 Method
4.1Data and Sample Selection
4.2 Measurement
4.2.1 Dependent variables
4.2.2 Independent variables
4.2.3 Control variables
4.3 Data analysis
Chapter5 Results and Discussion
5.1 Result and finding
5.2 Discussion
5.3 Contribution and theoretical implications
5.4 Managerial Implication
5.5 Limitations and Future Research Directions
5.6 Conclusion

Reference
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