ORGANIZATIONAL DETERMINANTS OF SERVICE EMPLOYEES EXERCISE OF ROUTINE,CREATIVE, AND DEVIANT DISCRETION

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 resting was used to test the hypothesized relationships across the two service settings. The i nvariance testing results indicate that across both service settings p erceived formalization is inversely related to deviant discretion, per ceived centralization is positively related to creative discretion, an d organizational support is positively related to routine and creative discretion. Managerial and research implications of these findings ar e discussed.