Determinants of Customer-Focused Voice and Related Performance Outcomes–Model Inventory

Abstract

The Determinants of Customer-Focused Voice and Related Performance Outcomes—Model (Gazzoli et al., 2023) is an inventory/questionnaire designed to assess the determinants of customer-focused voice and its impact on employee performance. This model was developed as part of a study exploring the influence of supervisors versus coworkers and the role of intrapersonal factors in frontline employees’ willingness to advocate for customers. The instrument incorporates both newly developed items and items adapted from existing research by Vinokur et al. (1987), Morrison et al. (2011), and Grant & Berry (2011). Given that the data collection was conducted in Brazil, the survey instrument was administered in Portuguese following a rigorous English-Portuguese back-translation process (Brislin, 1986). To ensure semantic equivalence of the items, the measures were also examined from both “insider” and “outsider” perspectives (Schaffer & Riordan, 2003). The model’s factor structure, reliability, and validity were evaluated across two studies using samples of frontline employees.

Keywords

Coworker Relationship Quality; Customer Orientation; Customer-Focused Voice; Employee Performance; Patient Compliments; Perspective Taking Self-Efficacy; Psychological Safety; Supervisor Support

Authors

Gazzoli, Gabriel; Shabazz, Siddeeq M.; Arnold, Todd J.; Kim, Peter B.

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Purpose

The primary purpose of this measurement model is to assess the determinants of customer-focused voice and its related performance outcomes among frontline employees.

Validity

Convergent Validity: Convergent validity was established with Average Variances Extracted (AVE) for all constructs exceeding 0.50, consistent with guidelines from Fornell & Larcker (1981) and Gerbing & Anderson (1988).

Reliability

Internal Consistency: The internal consistency of the constructs was high, with both Cronbach’s alpha and Composite Reliabilities (CR) reported above 0.80.

Factor Analysis

Confirmatory Factor Analysis: Confirmatory Factor Analysis (CFA) results indicated a good fit of the measurement model to the data (Hu & Bentler, 1999). For the initial sample, the fit indices were: χ² = 241, 142 d.f., p < .01; comparative fit index (CFI) = 0.93; standardized root mean square residual (SRMR) = 0.07; root mean square error of approximation (RMSEA) = 0.07. These favorable results were replicated in a separate sample, yielding: χ² = 471, df = 349, p < .01; CFI = 0.95; SRMR = 0.05; RMSEA = 0.05.

Common Method Bias: The potential for common method bias was assessed by including “hope” as a method factor in the CFA. This inclusion did not lead to a meaningful difference in the measurement model, thus ruling out significant common method effects.

Instrument

Test Type: Original Inventory/Questionnaire

Format: Items are rated using 5-point scales.

Language Available: English, Portuguese

Population Group: Human; Male; Female

Age Group: Adulthood (18 yrs & older)

Population Details:

• Location: Brazil

• Respondents: Frontline Employees

Test Methodology: Test Validity, Convergent Validity, Test Reliability, Internal Consistency, Factor Analysis, Confirmatory Factor Analysis, Measurement Model.

Keywords

Coworker Relationship Quality; Customer Orientation; Customer-Focused Voice; Employee Performance; Patient Compliments; Perspective Taking Self-Efficacy; Psychological Safety; Supervisor Support

Authors

Author ORCID Identifier:

• Kim, Peter B.: http://orcid.org/0000-0003-1063-5264

Affiliation:

• Gazzoli, Gabriel: Georgia Southern University Parker College of Business

• Shabazz, Siddeeq M.: New Mexico State University College of Business, Department of Marketing

• Arnold, Todd J.: Oklahoma State University School of Marketing & International Business

• Kim, Peter B.: Auckland University of Technology School of Hospitality & Tourism

Email Addresses:

• Gazzoli, Gabriel: [email protected]

Correspondence Address:

• Gazzoli, Gabriel: Georgia Southern University, Parker College of Business, Statesboro, Georgia, United States, 30460, [email protected]

Permissions & Fee and Test Year

Permissions: Contact Corresponding Author

Commercial: No

Fee: No

Test Year: 2023

References

Gazzoli, G., Shabazz, S. M., Arnold, T. J., & Kim, P. B. (2023). Why do frontline employees speak up on behalf of customers? The influence of supervisors versus coworkers and the role of intrapersonal factors. Journal of Business Research, 156, Article 113514. https://doi.org/10.1016/j.jbusres.2022.113514

Items of the Determinants of Customer-Focused Voice and Related Performance Outcomes–Model

No data is Available