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Factors affecting employee willingness to report customer feedback

Author

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

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.

Suggested Citation

  • Hsin-Hui (Sunny) Hu & H. G. Parsa & Chi-Ting Chen & Hsin-Yi Hu, 2016. "Factors affecting employee willingness to report customer feedback," The Service Industries Journal, Taylor & Francis Journals, vol. 36(1-2), pages 21-36, January.
    • Handle: RePEc:taf:servic:v:36:y:2016:i:1-2:p:21-36
    DOI: 10.1080/02642069.2016.1138471
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    Cited by:

    1. Mulki, Jay & Lassk, Felicia G., 2019. "Joint impact of ethical climate and external work locus of control on job meaningfulness," Journal of Business Research, Elsevier, vol. 99(C), pages 46-56.

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