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

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  • 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
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    References listed on IDEAS

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    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.
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    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. Krzysztof Borodako & Jadwiga Berbeka & Michał Rudnicki, 2021. "Innovation Orientation in Business Services," Books, Edward Elgar Publishing, number 19897.
    4. 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.
    5. 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.
    6. 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.

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