Forms of Employee Negetive Word of Mouth

In: People

Submitted By purple4m
Words 1854
Pages 8
FORMS OF EMPLOYEE NEGATIVE WORD OF MOUTH: A STUDY OF FRONT-LINE WORKERS
The purpose of this article is to explain and provide the understandings within the forms of negative word of mouth (WOM) by the front line workers toward the employees and customers in any organizations. The word of mouth in this article is about the negative verbal communication or spoken meanings of a person towards the customer and other employees that work in the same organization or department. According to this article there has been a research interest into (WOM) from several organizational disciplines and there is a notable lack of studies on employee negative WOM behaviours. Besides that the author of the article has found some studies that contribute and also relate on employee behaviours that can be viewed as linked to word of mouth such as sabotage (Ackroyd and Thompson, 1999; Harris and Ogbonna, 2002;Wang et al.,2011), workplace incivility (Van Jaarsveld et al., 2010) and retaliation (Skarlicki et al., 1999).
Although they are some research aids have tended to avoid the forms of WOM by employees, especially front-line, customer contact employees who are the direct interface between organizations and their customers. This article also mention that the authors have stated that the findings of the word of mouth phenomenon in the organization will provide the important information to the literature on the changing aspects of negative employee behaviour in the workplace, mostly in relation to front-line service work where there remains a continuing absence of related studies of service encounters by (Korczynski, 2009) especially in relation to face-to-face customer contact work (Ogbonna, 2010). The purpose of this article is to supply grounded empirical insights into the forms of front-line, customer contact employee negative WOM.
According to the author, to gain information about…...

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