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There has been an argument over whether customer orientation enhances innovation; moreover, the customer orientation/innovation mechanism remains unclear. This study investigated how customer orientation influences innovativeness through three types of conflict using a sample of 193 sales departments in Japanese firms. A structural equation modeling revealed that (1) customer orientation was positively related to task conflict and negatively related to process conflict, and that (2) task conflict was positively related to innovativeness, while process and relationship conflict was negatively related to innovativeness. The results suggest that customer orientation influences innovativeness by enhancing positive conflict and reducing negative conflict

Purpose -The purpose of this paper is to examine the mechanism by which learning goal orientation (LGO) promotes work engagement through job crafting (seeking challenges). Design/methodology/approach -A moderated mediation model was tested using survey data from 266 public health nurses and hospital nurses in Japan. Findings -The results indicated that job crafting partially mediated the relationship between LGO and work engagement, and that the mediation effect was stronger when reflection was high (vs middle and low). Research limitations/implications -Although common method bias and validity of measurement were evaluated in this paper, the survey data were cross-sectional. Practical implications -The results suggest that selecting people with a stronger sense of LGO may be a useful strategy for promoting job crafting and work engagement in an organization. Additionally, organizations should give employees opportunities to reflect on their jobs and to craft them into more challenging ones in the workplace. Originality/value -Although little is known about mechanisms by which LGO promotes work engagement, this study found that job crafting and reflection play important roles in linking LGO and work engagement.

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