Factors affecting employee willingness to report customer feedback |
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| Authors: | Hsin-Hui Hu H. G. Parsa Hsin-Yi Hu |
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| Affiliation: | 1. Department of Hospitality Management, Ming Chuan University, Gui-Shan, Taoyuan County, Taiwan;2. Fritz Knoebel School of Hospitality Management, University of Denver, Denver, CO, USA;3. Graduate Institute of Technology, Innovation &4. Intellectual Property Management, National Cheng-Chi University, Taipei, Taiwan |
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| 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. |
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| Keywords: | Customer feedback employee reports service climate organizational support locus of control |
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