Customer aggression, employee voice and quit rates: Evidence from the frontline service workforce

Xiangmin Liu; Danielle D. van Jaarsveld; Yoshio Yanadori

doi:10.1111/bjir.12610

Customer aggression, employee voice and quit rates: Evidence from the frontline service workforce

Xiangmin Liu^*, Danielle D. van Jaarsveld, Yoshio Yanadori

^*Corresponding author for this work

School of Commerce

Research output: Contribution to journal › Article › peer-review

4 Citations (Scopus)

Abstract

In this study, we examine how establishment-level aggression originating from customers can lead to voluntary turnover. We also examine whether establishment-level factors, such as collective voice, high involvement work practices and control-based work practices, moderate this relationship. By analysing a sample of 139 call centres in Canada, we found that establishment-level customer aggression is positively related to the workforce quit rate. Furthermore, we found that this positive relationship is weaker in establishments where employees have access to collective voice and in establishments that use fewer control-based human resource practices.

Original language	English
Pages (from-to)	348-370
Number of pages	23
Journal	British Journal of Industrial Relations
Volume	60
Issue number	2
DOIs	https://doi.org/10.1111/bjir.12610
Publication status	Published - 2022 Jun

ASJC Scopus subject areas

Business, Management and Accounting(all)
Organizational Behavior and Human Resource Management
Management of Technology and Innovation

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10.1111/bjir.12610

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abstract = "In this study, we examine how establishment-level aggression originating from customers can lead to voluntary turnover. We also examine whether establishment-level factors, such as collective voice, high involvement work practices and control-based work practices, moderate this relationship. By analysing a sample of 139 call centres in Canada, we found that establishment-level customer aggression is positively related to the workforce quit rate. Furthermore, we found that this positive relationship is weaker in establishments where employees have access to collective voice and in establishments that use fewer control-based human resource practices.",

author = "Xiangmin Liu and {van Jaarsveld}, {Danielle D.} and Yoshio Yanadori",

note = "Funding Information: We acknowledge generous support from the Social Sciences and Humanities Research Council of Canada. Publisher Copyright: {\textcopyright} 2021 John Wiley & Sons Ltd.",

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AB - In this study, we examine how establishment-level aggression originating from customers can lead to voluntary turnover. We also examine whether establishment-level factors, such as collective voice, high involvement work practices and control-based work practices, moderate this relationship. By analysing a sample of 139 call centres in Canada, we found that establishment-level customer aggression is positively related to the workforce quit rate. Furthermore, we found that this positive relationship is weaker in establishments where employees have access to collective voice and in establishments that use fewer control-based human resource practices.

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Customer aggression, employee voice and quit rates: Evidence from the frontline service workforce

Abstract

ASJC Scopus subject areas

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