Employee Well-Being and Voice Behavior on Customer Service Performance

• Autores: Bavner Donaldo, Fanny Martdianty
• Localización: International Journal of Professional Business Review: Int. J. Prof.Bus. Rev., ISSN 2525-3654, ISSN-e 2525-3654, Vol. 8, Nº. 10, 2023 (Ejemplar dedicado a: Continuous publication; e03787)
• Idioma: inglés
• DOI: 10.26668/businessreview/2023.v8i10.3787
• Enlaces
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• Resumen

  • 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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