Abstract
Customer-Focused Voice - employees' discretionary expression of constructive ideas that challenge the status quo with the aim to benefit the customer - has been shown to improve service effectiveness. While the importance of supervisors in promoting employee voice is widely-acknowledged in the literature, the relative impact of coworkers on voice behaviors is still unclear, and the role that employee factors play in motivating distinct types of voice behaviors remains largely unexplored. This research propose that supervisor support, coworker relationship quality, and intrapersonal employee factors combine to influence the extent to which frontline employees engage in CFV. Contrary to common wisdom, the results of two multiwave, multisource field studies reveal that coworkers and not supervisors influence CFV and do so through their effect on psychological safety. Moreover, the results indicate that perspective taking self-efficacy acts as a critical moderator to determine the extent to which front-line employees engage in CFV.
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