Factors affecting employee willingness to report customer feedback

Hsin-Hui (Sunny) Hu, H. G. Parsa, Chi-Ting Chen and Hsin-Yi Hu

The Service Industries Journal, 2016, vol. 36, issue 1-2, 21-36

Abstract: Effectively capturing consumer feedback can help organizations swiftly react and improve the quality of their service processes and delivery systems. In most organizations, frontline employees are a vital source of customer feedback as they interact with customers frequently and intimately. Thus, the current paper seeks to understand the factors influencing employee willingness to report customer feedback up the organizational channels of communication. The conceptual model was tested empirically using data collected from major chain restaurants in Taiwan involving 332 frontline employees. A hierarchical regression analysis was used to test the hypothesized model. The obtained results demonstrate the impact of service climate, perceived organizational support, and internal locus of control on frontline employees’ willingness to report customer feedback.

Date: 2016
References: View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://hdl.handle.net/10.1080/02642069.2016.1138471 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:36:y:2016:i:1-2:p:21-36

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642069.2016.1138471

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().