When Do Employees Speak up for Their Customers? A Model of Voice in a Customer Service Context

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The Joint Moderating Effects of Activated Negative Moods and Group Voice Climate on the Relationship between Power Distance Orientation and Employee Voice Behavior (2017, background): “…work contexts, employees can formulate assumptions about what kinds of behaviors are preferred by others (Ng & Feldman, 2013), understand whether one s own behaviors conform to the given social norms, and predict the consequences of one s own behaviors (Lam & Mayer, 2014; Salancik & Pfeffer, 1978).”
Transformational leadership and employee voice behavior : a Pygmalion mechanism. (2017, unknown): “Employees’ voice behavior has been positively linked to desirable outcomes such as individual job performance and work unit or organizational effectiveness (e.g., Kim, MacDuffie, & Pil, 2010; Frazier & Bowler, 2015; Lam & Mayer, 2014; Ng & Feldman, 2012; Whiting, Podsakoff, & Pierce, 2008).”
When Voice Matters (2015, background): “Another study, by Lam and Mayer (2014), took a different approach to this issue and expanded the construct of voice to include what they called organizational-level customeroriented voice (i.e., an organizational-level aggregate of employee voice that expressed customers’ dissatisfaction and…”