Employee Well-Being and Voice Behavior on Customer Service Performance

Authors

DOI:

https://doi.org/10.26668/businessreview/2023.v8i10.3787

Keywords:

Employee Well-Being, Employee Voice Behavior, Promotive Voice, Prohibitive Voice, Job Performance, Customer Service, Online Marketplace

Abstract

Purpose:  The significance of customer service in determining customer happiness has become one of the key indicators for online marketplaces in Indonesia, which experienced phenomenal growth during the Covid-19 pandemic. This study aims to determine how employee well-being affects customer service personnel performance along with the mediating effect of employee voice behavior.

 

Design/Methodology/Approach:  The analysis was examined using the structural equation modelling (SEM) approach in customer service within various online marketplaces in Indonesia. 

 

Findings: This study finds that psychological well-being has a positive and significant effect on job performance. In terms of mediation effects, promotive voice and prohibitive voice behavior were found to significantly mediate employee well-being on job performance, except promotive voice on psychological well-being.

 

Research, Practical & Social implications:  Employee performance in this study was measured as perceived by customer service and gathered through cross-sectional research.

 

Originality/Value:  This study extends the knowledge about the link between employee well-being and employee voice performance as well as the mediation generated in terms of promotive and prohibitive voice behavior.

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Published

2023-10-09

How to Cite

Donaldo, B., & Martdianty, F. (2023). Employee Well-Being and Voice Behavior on Customer Service Performance. International Journal of Professional Business Review, 8(10), e03787. https://doi.org/10.26668/businessreview/2023.v8i10.3787