Exploring the role of relationship variables in predicting customer voice to a service worker Bove, Liliana L. and Robertson, Nichola L. 2005, Exploring the role of relationship variables in predicting customer voice to a service worker, Journal of retailing and consumer services, vol. 12, no. 2, pp. 83-97, doi: 10.1016/j.jretconser.2004.03.003. Attached Files Name Description MIMEType Size Downloads Title Exploring the role of relationship variables in predicting customer voice to a service worker Author(s) Bove, Liliana L. Robertson, Nichola L. orcid.org/0000-0002-9564-0945 Journal name Journal of retailing and consumer services Volume number 12 Issue number 2 Start page 83 End page 97 Publisher Pergamon Place of publication Kidlington, England Publication date 2005-03 ISSN 0969-6989 1873-1384 Keyword(s) customer voice relationships service personnel power Summary Customers’ perceptions of service workers’ trustworthiness and power, and their commitment to the service worker were investigated as possible determinants of the likelihood of customer voice directly to the service worker in the event of a service failure. Set in the context of hairdressing salons, it was found that hair stylists’ perceived trust (benevolence and credibility) and expert power were positively associated with clients’ intention to voice. By contrast, the level of coercive power hair stylists were perceived to have was negatively associated with intentions to voice. Hair stylists’ perceived benevolence was the strongest predictor of client voice. Language eng DOI 10.1016/j.jretconser.2004.03.003 Field of Research 150599 Marketing not elsewhere classified HERDC Research category C1 Refereed article in a scholarly journal Copyright notice ©2004, Elsevier Ltd. Persistent URL http://hdl.handle.net/10536/DRO/DU:30008891 Document type: Journal Article Collections: Faculty of Business and Law Deakin Business School Related Links Link Description Connect to published version (restricted access) Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Tue, 03 Feb 2009, 07:45:12 EST Thu, 27 May 2010, 14:27:48 EST Thu, 27 May 2010, 14:30:23 EST Fri, 17 Oct 2014, 09:06:33 EST Filtered Full Citation counts:   Cited 20 times in TR Web of Science Cited 23 times in Scopus Search Google Scholar Access Statistics: 1024 Abstract Views, 4 File Downloads  -  Detailed Statistics Created: Mon, 13 Oct 2008, 15:45:03 EST