Cited by 102Job Satisfaction and Organizational BehaviorLabor Movements and UnionsEmployee Performance and Management

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Silence is not Golden: Motivating Employee Voice through Inclusive Leadership

Jolly, Phillip M., Lee, Lindsey·2021·Journal of Hospitality & Tourism Research

DOI 10.1177/1096348020963699

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Abstract

Given the dynamic nature of the hospitality industry, firms must continuously improve to remain viable. Many innovations and improvements in service are driven by the experiences of employees on the front lines of service delivery, who have direct knowledge of what works and what does not in the day-to-day operation of a hospitality business. Unfortunately, research indicates that employees are not likely to speak up with opinions, ideas, and suggestions, behavior known as employee voice, unless they have some motivation to do so. Drawing on basic need satisfaction theory, we hypothesized and found that inclusive leader behaviors are associated with the satisfaction of followers’ basic needs for relatedness and competence. In turn, the satisfaction of these basic needs was associated with increases in employee self-reported voice behavior. Our findings provide important insights into the kinds of leader behaviors that may drive employee voice.

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Authors: Jolly, P. M., & Lee, L.
Affiliations: Pennsylvania State University (US)
Temple University (US)
ORCID: Jolly, Phillip M.
Lee, Lindsey
Venue: Journal of Hospitality & Tourism Research
Publisher: SAGE Publications
Published: 2020-10-09
Volume: 45
Issue: 6
Pages: 1092-1113
ISSN: 0741-5095 (ISSN-L)
1096-3480
1557-7554
DOI: 10.1177/1096348020963699
OpenAlex: W3091811629
Cited by: 102
References: 60
Citations by year: 2026: 16 · 2025: 21 · 2024: 21 · 2023: 33 · 2022: 10 · 2021: 1
FWCI: 11.89
Type: journal article
Language: en
Open access: closed
Licence: journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations: Journal of Hospitality & Tourism Research (publishedVersion)
Topics: Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
Social Sciences › Business, Management and Accounting › Industrial relations › Labor Movements and Unions
Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Employee Performance and Management
Keywords: employee voice, inclusive leadership, relatedness, competence, hospitality employees, frontline service employees, leadership behavior, voice behavior

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Silence is not Golden: Motivating Employee Voice through Inclusive Leadership

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