IDEAS home Printed from https://ideas.repec.org/a/eee/jouret/v89y2013i2p207-218.html
   My bibliography  Save this article

Engaging Dissatisfied Retail Employees to Voice Promotive Ideas: The Role of Continuance Commitment

Author

Listed:
  • Boichuk, Jeffrey P.
  • Menguc, Bulent

Abstract

Retailers rely on employees’ promotive work-related ideas to spur service delivery innovations. Yet a well-established finding in the literature is that employees refrain from sharing such ideas when they are dissatisfied, and a mountain of evidence suggests that job dissatisfaction is an epidemic in the retail industry. The intuitive solution would be for supervisors to support these employees; by willfully listening to employees’ problems and providing help, supervisors could expect employees to voice their ideas. However, our results, from a field study and a controlled experiment, suggest that support should only be provided if a dissatisfied retail employee is also committed to his or her organization out of necessity. Otherwise, support ends up inducing levels of employee voice that are not significantly different than would be the case had the support been withheld, yielding the support a misallocation of effort.

Suggested Citation

  • Boichuk, Jeffrey P. & Menguc, Bulent, 2013. "Engaging Dissatisfied Retail Employees to Voice Promotive Ideas: The Role of Continuance Commitment," Journal of Retailing, Elsevier, vol. 89(2), pages 207-218.
    • Handle: RePEc:eee:jouret:v:89:y:2013:i:2:p:207-218
    DOI: 10.1016/j.jretai.2013.01.001
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S002243591300002X
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretai.2013.01.001?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Mittal, Vikas & Huppertz, John W. & Khare, Adwait, 2008. "Customer complaining: The role of tie strength and information control," Journal of Retailing, Elsevier, vol. 84(2), pages 195-204.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Schepers, Jeroen J.L. & Nijssen, Edwin J. & van der Heijden, Gielis A.H., 2016. "Innovation in the frontline: Exploring the relationship between role conflict, ideas for improvement, and employee service performance," International Journal of Research in Marketing, Elsevier, vol. 33(4), pages 797-817.
    2. Meyer, Jan-Hinrich & González, Eva M. & Lopez-Lomelí, Miguel A., 2022. "Better support for supportive jobs. How to improve brand performance through better compensation and training for in-store merchandisers," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    3. Soheila Raeisi & Nur Suhaili Ramli & Meng Lingjie, 2020. "A Systematic Review of the Influence of Internal Marketing on Service Innovation," JRFM, MDPI, vol. 13(9), pages 1-24, September.
    4. Kraus, Florian & Haumann, Till & Ahearne, Michael & Wieseke, Jan, 2015. "When Sales Managers and Salespeople Disagree in the Appreciation for Their Firm: The Phenomenon of Organizational Identification Tension," Journal of Retailing, Elsevier, vol. 91(3), pages 486-515.
    5. Zhenhao Xu & Tachia Chin & Lele Cao, 2020. "Crafting Jobs for Sustaining Careers during China’s Manufacturing Digitalization," Sustainability, MDPI, vol. 12(5), pages 1-9, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Cambra-Fierro, Jesus & Melero, Iguacel & Sese, F. Javier, 2015. "Managing Complaints to Improve Customer Profitability," Journal of Retailing, Elsevier, vol. 91(1), pages 109-124.
    2. Dant, Rajiv P. & Brown, James R., 2008. "Bridging the B2C and B2B Research Divide: The Domain of Retailing Literature," Journal of Retailing, Elsevier, vol. 84(4), pages 371-397.
    3. Kim, Do Yuon & Kim, Hye-Young, 2021. "Trust me, trust me not: A nuanced view of influencer marketing on social media," Journal of Business Research, Elsevier, vol. 134(C), pages 223-232.
    4. Chen, Ke & Chen, Jianxun & Zhan, Wu & Sharma, Piyush, 2020. "When in Rome! Complaint contagion effect in multi-actor service ecosystems," Journal of Business Research, Elsevier, vol. 121(C), pages 628-641.
    5. Dong, Xueyan & Wang, Tienan, 2018. "Social tie formation in Chinese online social commerce: The role of IT affordances," International Journal of Information Management, Elsevier, vol. 42(C), pages 49-64.
    6. Arsenovic, Jasenko & De Keyser, Arne & Edvardsson, Bo & Tronvoll, Bård & Gruber, Thorsten, 2021. "Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes," Journal of Business Research, Elsevier, vol. 134(C), pages 342-351.
    7. Gupta, Reetika & Mukherjee, Sourjo & Jayarajah, Kasthuri, 2021. "Role of group cohesiveness in targeted mobile promotions," Journal of Business Research, Elsevier, vol. 127(C), pages 216-227.
    8. White, Allyn & Breazeale, Michael & Collier, Joel E., 2012. "The Effects of Perceived Fairness on Customer Responses to Retailer SST Push Policies," Journal of Retailing, Elsevier, vol. 88(2), pages 250-261.
    9. Shan-Shan Liao & Ching-Yuan Lin & Ying-Ji Chuang & Xing-Zheng Xie, 2020. "The Role of Social Capital for Short-Video Platform Users’ Travel Intentions: SEM and Fsqca Findings," Sustainability, MDPI, vol. 12(9), pages 1-22, May.
    10. Muhammad Rizwan & Muhammad Behzad & Muhammad Ali & Muhammad Waqas Khan & Moladad Khan, 2013. "Determinants of Customer Complain intentions: A Study from Pakistan," International Journal of Learning and Development, Macrothink Institute, vol. 3(6), pages 88-105, December.
    11. Siret, Iris & Sabadie, William, 2022. "Public complaining: A blessing in disguise? Educational calling as a benevolent process that gives consumers voice on brands’ social media," Journal of Business Research, Elsevier, vol. 150(C), pages 476-490.
    12. Narges Delafrooz & Marzieh Zendehdel & Maryam Fathipoor, 2017. "The Effect of Social Media on Customer Loyalty and Company Performance of Insurance Industry," International Journal of Economics and Financial Issues, Econjournals, vol. 7(3), pages 254-264.
    13. Shuqair, Saleh & Costa Pinto, Diego & Cruz-Jesus, Frederico & Mattila, Anna S. & da Fonseca Guerreiro, Patricia & Kam Fung So, Kevin, 2022. "Can customer relationships backfire? How relationship norms shape moral obligation in cancelation behavior," Journal of Business Research, Elsevier, vol. 151(C), pages 463-472.
    14. Nicholas O Mantey & Vannie Naidoo, 2016. "Service Quality Failure and Recovery Imperatives: Implications for Airlines Owned by South Africa," Journal of Economics and Behavioral Studies, AMH International, vol. 8(4), pages 67-78.
    15. Brown, James R. & Dant, Rajiv P., 2009. "The Theoretical Domains of Retailing Research: A Retrospective," Journal of Retailing, Elsevier, vol. 85(2), pages 113-128.
    16. Xiuyuan Gong & Matthew K. O. Lee & Zhiying Liu & Xiabing Zheng, 2020. "Examining the Role of Tie Strength in Users’ Continuance Intention of Second-Generation Mobile Instant Messaging Services," Information Systems Frontiers, Springer, vol. 22(1), pages 149-170, February.
    17. Anikó Tompos & Jawad Abu Khair, 2023. "The Impact of Social Media Relationships on e-WOM in Syria and Hungary," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 25(1), pages 52-65, June.
    18. Tari Kasnakoglu, Berna & Yilmaz, Cengiz & Varnali, Kaan, 2016. "An asymmetric configural model approach for understanding complainer emotions and loyalty," Journal of Business Research, Elsevier, vol. 69(9), pages 3659-3672.
    19. Coelho, Filipe & Augusto, Mário & Lages, Luis Filipe, 2011. "Contextual Factors and the Creativity of Frontline Employees: The Mediating Effects of Role Stress and Intrinsic Motivation," Journal of Retailing, Elsevier, vol. 87(1), pages 31-45.
    20. Chu, Shu-Chuan & Chen, Hsuan-Ting & Gan, Chen, 2020. "Consumers’ engagement with corporate social responsibility (CSR) communication in social media: Evidence from China and the United States," Journal of Business Research, Elsevier, vol. 110(C), pages 260-271.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jouret:v:89:y:2013:i:2:p:207-218. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.