That’s the Way Clients Like It:The Impact of Independent Workers’ Voice Behaviors on Client Outcomes
Mohamed, Neveen
Mohamed, Neveen
Publication Type
Conference Proceeding
Editor
Supervisor
Publication Year
2024-08
Journal
Book
Academy of Management Proceedings
Publication Volume
2024
Publication Issue
1
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Abstract
We develop and test a theory of how client outcomes are influenced by independent workers’ (i.e., individuals who work on project-basis outside the boundaries of organizations) expression of ideas (promotive voice) and concerns (prohibitive voice). Drawing on role accumulation theory, we argue and show that holding multiple jobs encourages independent workers, such as human resources and marketing consultants, to engage in voice behaviors. Extending these arguments about role accumulation, we further show that client satisfaction and loyalty intentions are positively influenced by workers’ promotive and prohibitive voice respectively. Our findings, based on a field study with dyadic survey data from 239 independent workers and their clients, enrich our theoretical understanding of voice behaviors in contemporary work settings. They also reveal important implications for independent workers about the voice choices they could make to influence specific client outcomes, and for organizations about why they may perceive higher level of satisfaction and loyalty toward some of their flexible workforce.
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Keywords
Independent Workers, Client Satisfaction