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How Service Providers React to and Attribute Customer Voice Behavior : = A Framework of Self-Enhancement and Self-Protection Motives.

Record Type:	Language materials, manuscript : Monograph/item
Title/Author:	How Service Providers React to and Attribute Customer Voice Behavior :/
Reminder of title:	A Framework of Self-Enhancement and Self-Protection Motives.
Author:	Randy, Lee Xue Ren.
Description:	1 online resource (76 pages)
Notes:	Source: Dissertations Abstracts International, Volume: 84-09, Section: A.
Contained By:	Dissertations Abstracts International84-09A.
Subject:	Behavior. -
Online resource:	click for full text (PQDT)
ISBN:	9798374480160

How Service Providers React to and Attribute Customer Voice Behavior : = A Framework of Self-Enhancement and Self-Protection Motives.
Randy, Lee Xue Ren.

How Service Providers React to and Attribute Customer Voice Behavior :A Framework of Self-Enhancement and Self-Protection Motives. - 1 online resource (76 pages)

Source: Dissertations Abstracts International, Volume: 84-09, Section: A.

Thesis (Ph.D.)--National University of Singapore (Singapore), 2021.

Includes bibliographical references

Customer voice behavior is often thought to be beneficial for organizations. However, its impact on service employees remains largely unknown. In this dissertation, I draw from the framework of self-enhancement and self-protection motives to develop a model that depicts the countervailing effects of customer voice behavior on service employees' work outcomes. I argue that customer voice behavior is positively related to service employee self-reflexivity and self-image concern. However, while self-reflexivity is positively associated with work performance, self-image concern is positively associated with work withdrawal. Further, I propose that a prosocial attribution to customer voice behavior will strengthen the relationship between customer voice behavior and self-reflexivity, whereas a self-serving attribution to customer voice behavior will strengthen the relationship between customer voice behavior and self-image concern. To test my hypothesized relationships, I first conducted a qualitative study where I interviewed consultants from various industries, followed by a multi-wave and multi-source field study. Finally, I discuss my results, implications, limitations, and future directions of this dissertation.

Electronic reproduction.
Ann Arbor, Mich. :
ProQuest,
2024

Mode of access: World Wide Web

ISBN: 9798374480160Subjects--Topical Terms:

582559
Behavior.
Index Terms--Genre/Form:

554714
Electronic books.

How Service Providers React to and Attribute Customer Voice Behavior : = A Framework of Self-Enhancement and Self-Protection Motives.
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500 $a Source: Dissertations Abstracts International, Volume: 84-09, Section: A.
500 $a Advisor: Ilies, Remus.
502 $a Thesis (Ph.D.)--National University of Singapore (Singapore), 2021.
504 $a Includes bibliographical references
520 $a Customer voice behavior is often thought to be beneficial for organizations. However, its impact on service employees remains largely unknown. In this dissertation, I draw from the framework of self-enhancement and self-protection motives to develop a model that depicts the countervailing effects of customer voice behavior on service employees' work outcomes. I argue that customer voice behavior is positively related to service employee self-reflexivity and self-image concern. However, while self-reflexivity is positively associated with work performance, self-image concern is positively associated with work withdrawal. Further, I propose that a prosocial attribution to customer voice behavior will strengthen the relationship between customer voice behavior and self-reflexivity, whereas a self-serving attribution to customer voice behavior will strengthen the relationship between customer voice behavior and self-image concern. To test my hypothesized relationships, I first conducted a qualitative study where I interviewed consultants from various industries, followed by a multi-wave and multi-source field study. Finally, I discuss my results, implications, limitations, and future directions of this dissertation.
533 $a Electronic reproduction. $b Ann Arbor, Mich. : $c ProQuest, $d 2024
538 $a Mode of access: World Wide Web
650 4 $a Behavior. $3 582559
650 4 $a Source studies. $3 1471112
650 4 $a Threats. $3 871765
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