ArticleFrontiers in psychology2021
Effect of Employee-Customer Interaction Quality on Customers' Prohibitive Voice Behaviors: Mediating Roles of Customer Trust and Identification.
Article in Frontiers in psychology, 2021. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 3 papers.
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The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
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Who cites it
3 citing papers in PubMed.
- Culture as a catalyst for regenerative co-creation: the role of yuanfen in driving customer voice through social bonds in P2P accommodation.Frontiers in psychology · 2026Article
- Enhancing students' online collaborative PBL learning performance in the context of coauthoring-based technologies: A case of wiki technologies.Education and information technologies · 2023Article
- Feeling good and doing more: How does the customer respond to pro-customer deviance in the context of hospitality.Frontiers in psychology · 2022Article
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Authors and funding
2 authors.
Funding
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Abstract
Given that customer voice behaviors are confused with customer complaint behaviors in usage, this study thoroughly explains the essential differences between the two constructs. On that basis, this study investigates how employee-customer interaction (ECI) quality affects customers' prohibitive voice behaviors, which is an crucial type of customer voice behaviors, by examining customer trust and identification as mediators. Data from 395 restaurant customers are collected and analyzed using structural equation modeling. Results show that ECI quality positively affects customers' prohibitive voice behaviors. In this effect, customer trust and identification play direct and sequential mediating roles. This study contributes theoretically to the current knowledge by clearly distinguishing customer voice behaviors from customer complaint behaviors and by providing new insights into the mechanism of customers' prohibitive voice behaviors from the perspectives of service interaction and relational benefit enhancement. The practical implications of this study can help pointedly foster customers' prohibitive voice behaviors.
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Registered trials
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