Abstract

http://ssrn.com/abstract=2196443
 
 

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


Jeffrey Patrick Boichuk


University of Houston

Bulent Menguc


King's College, University of London - Department of Management

2013

Journal of Retailing, 89(2), 207-218

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.

Number of Pages in PDF File: 12

Keywords: job dissatisfaction, retail employee voice, continuance commitment, internal marketing, employee engagement

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Date posted: January 5, 2013 ; Last revised: April 22, 2013

Suggested Citation

Boichuk, Jeffrey Patrick and Menguc, Bulent, Engaging Dissatisfied Retail Employees to Voice Promotive Ideas: The Role of Continuance Commitment (2013). Journal of Retailing, 89(2), 207-218. Available at SSRN: http://ssrn.com/abstract=2196443

Contact Information

Jeffrey Patrick Boichuk (Contact Author)
University of Houston ( email )
Houston, TX 77204
United States
713-743-4579 (Phone)
HOME PAGE: http://www.bauer.uh.edu/search/directory/profile.asp?firstname=Jeff&lastname=Boichuk
Bulent Menguc
King's College, University of London - Department of Management ( email )
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