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

Xiangmin Liu, Danielle D. van Jaarsveld, Yoshio Yanadori

研究成果: Article査読

1 被引用数 (Scopus)

抄録

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.

本文言語English
ジャーナルBritish Journal of Industrial Relations
DOI
出版ステータスAccepted/In press - 2021

ASJC Scopus subject areas

  • ビジネス、管理および会計(全般)
  • 組織的行動および人的資源管理
  • 技術マネージメントおよび技術革新管理

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