Journal of Retailing, 89(2), 207-218
12 Pages Posted: 5 Jan 2013 Last revised: 22 Apr 2013
Date Written: 2013
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.
Keywords: job dissatisfaction, retail employee voice, continuance commitment, internal marketing, employee engagement
Suggested Citation: 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: https://ssrn.com/abstract=2196443