The DOI matches its Crossref record; 13 of the 13 references it cites were found in a registry or an index.
When Do Employees Speak up for Their Customers? A Model of Voice in a Customer Service Context
Open accessAbstract
We develop a conceptual model of customer‐focused voice and test it in a hospital setting. Drawing from theory and research on voice, we find that customer orientation and job autonomy are positively associated with customer‐focused voice. In addition, consistent with social information processing theory, these relationships are moderated by service climate, such that a high service climate compensates for the less desirable aspects of employees or their jobs. Finally, we provide evidence for a critical but untested assumption of the voice literature by linking hospital‐level customer‐focused voice to hospital‐level service performance. Results based on data from four unique data sources, provided at varying points in time, and at different levels of analysis demonstrate support for our conceptual model.
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Cites
Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000) · Journal of Management · doi:10.1177/014920630002600307 · Cited by 5,897
Organizational Silence: A Barrier to Change and Development in a Pluralistic World
Morrison, E. W., & Milliken, F. J. (2000) · The Academy of Management Review · doi:10.2307/259200 · Cited by 2,776
Podsakoff, N. P., Whiting, S. W., Podsakoff, P. M., & Blume, B. D. (2009) · Journal of Applied Psychology · doi:10.1037/a0013079 · Cited by 2,356
Salanova, M., Agut, S., & Peiró, J. M. (2005) · Journal of Applied Psychology · doi:10.1037/0021-9010.90.6.1217 · Cited by 2,276
Leadership Behavior and Employee Voice: Is the Door Really Open?
Detert, J. R., & Burris, E. R. (2007) · Academy of Management Journal · doi:10.5465/amj.2007.26279183 · Cited by 2,250
Conceptualizing Employee Silence and Employee Voice as Multidimensional Constructs*
Dyne, L. V., Ang, S., & Botero, I. C. (2003) · Journal of Management Studies · doi:10.1111/1467-6486.00384 · Cited by 2,062
Employee Voice Behavior: Integration and Directions for Future Research
Morrison, E. W. (2011) · Academy of Management Annals · doi:10.5465/19416520.2011.574506 · Cited by 1,803
An Exploratory Study of Employee Silence: Issues that Employees Don’t Communicate Upward and Why*
Milliken, F. J., Morrison, E. W., & Hewlin, P. F. (2003) · Journal of Management Studies · doi:10.1111/1467-6486.00387 · Cited by 1,671
Leader-member exchange and citizenship behaviors: A meta-analysis
Ilies, R., Nahrgang, J. D., & Morgeson, F. P. (2007) · Journal of Applied Psychology · doi:10.1037/0021-9010.92.1.269 · Cited by 1,210
Implicit Voice Theories: Taken-for-Granted Rules of Self-Censorship at Work
Detert, J. R., & Edmondson, A. C. (2011) · Academy of Management Journal · doi:10.5465/amj.2011.61967925 · Cited by 998
Cited by
Chamberlin, M., Newton, D. W., & Lepine, J. A. (2017) · Personnel Psychology · doi:10.1111/peps.12185 · Cited by 532
Li, A. N., Liao, H., Tangirala, S., & Firth, B. M. (2017) · Journal of Applied Psychology · doi:10.1037/apl0000215 · Cited by 188
How and when peers’ positive mood influences employees’ voice.
Liu, W., Tangirala, S., Lam, W., Chen, Z., Jia, R. T., & Huang, X. (2015) · Journal of Applied Psychology · doi:10.1037/a0038066 · Cited by 110
Prohibitive Voice as a Moral Act: The Role of Moral Identity, Leaders, and Workgroups
Mesdaghinia, S., Shapiro, D. L., & Eisenberger, R. (2022) · Journal of Business Ethics · doi:10.1007/s10551-021-04862-9 · Cited by 14
Metadata
- Authors
- Lam, C. F., & Mayer, D. M.
- Venue
- Personnel Psychology
- Publisher
- Wiley
- Published
- 2013-08-23
- Volume
- 67
- Issue
- 3
- Pages
- 637-666
- ISSN
- 0031-5826 (ISSN-L)
- 1744-6570
- OpenAlex
- W1813976347
- Cited by
- 174
- References
- 13
- FWCI
- 10.74
- Type
- journal article
- Language
- en
- Open access
- green
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
