Complaints and complaining: Functions, antecedents, and consequences.

Kowalski, Robin M.

doi:10.1037/0033-2909.119.2.179

Cited by 325 publications

(425 citation statements)

References 151 publications

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“…Voice behavior is also distinct from complaining. Complaints reflect expression of dissatisfaction and do not necessarily include suggestions for change (Kowalski, 1996). Because we define voice as a behavior, our use of the term does not refer to the availability of grievance procedures or perceptions of access to grievance procedures, Finally, voice is distinct from normal role or in-role behavior when the expression of constructive challenge is not specified in formal job requirements or descriptions.…”

Section: Lepine and Van Dyne Voice Researchmentioning

confidence: 99%

Predicting voice behavior in work groups.

LePine¹,

Dyne²

1998

Journal of Applied Psychology

878

691

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This field study of 441 full-time employees in 95 work groups examined voice behavior (constructive challenge to the status quo with the intent of improving the situation rather than merely criticizing) as a function of person-centered (satisfaction with the work. group, global self-esteem) and situational factors (group size, self-managed vs. traditional style of management). Using a measure of voice with demonstrated construct validity, the study showed that these person and situation factors explained 10% of the variance in peer-rated voice assessed 6 months later. Significant Person x Situation interactions suggested that individuals with low global self-esteem or high satisfaction with their group were more responsive to the situational factors than individuals with high global self-esteem or low satisfaction. The authors discuss the importance of including personcentered characteristics, situational factors, and their interactions as predictors of voice.For over 50 years, scholars have recognized the importance of behavior that goes beyond normal role expectations or job requirements and that benefits or is intended to benefit the organization (Barnard, 1938;George & Brief, 1992;Katz & Kahn, 1978). Over the last decade research interest in these discretionary or extra-role behaviors has increased; however, the primary focus has been on affiliative behaviors (e.g., helping) associated with "organizational citizenship" (e.g., Organ, 1988) and "contextual performance" (e.g., Motowidlo & Van Scotter, 1994). Although this research has led to a great deal of insight, other types of extra-role behavior have received far less attention (Graham, 1991;Van Dyne, Cummings, & McLean Parks, 1995). In this study we focused on voice behavior--speaking out and challenging the status quo with the intent of improving the situation. Although scholars have acknowledged the contributions that voice and change-oriented behavior can make to organizational effectiveness (Katz & Kahn, 1978;Nemeth & Staw, 1989;Schein, 1968), voice is particularly important today given the emphasis on flexibility, innovation, and continuous improvement (Howard, 1995).Nowhere is the need for voice more important than in work groups. Work groups, or sets of interdependent Jeffrey A. LePine, Department of Management, University of Florida; Linn Van Dyne, Department of Management, Michigan State University.We thank Jason A. Colquitt for his comments on this article. Correspondence concerning this article should be addressed to Jeffrey A. LePine, Department of Management, University of Florida, 201 Business Building, P.O. Box 117165, Gainesville, Florida 32611-7165. Electronic mail may be sent to lepineja@ dale.cba.ufl.edu. 853individuals who share responsibility for outcomes (Sundstrom, DeMeuse, & Futrell, 1990), are increasingly being used as a means of dealing with competitive environments that demand flexibility (Ilgen, 1994). Instead of structuring work around individual-level jobs, work is assigned to groups that are expected to devise effective mea...

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Section: Lepine and Van Dyne Voice Researchmentioning

confidence: 99%

Predicting voice behavior in work groups.

LePine¹,

Dyne²

1998

Journal of Applied Psychology

878

691

View full text Add to dashboard Cite

show abstract

“…According to Kowalski, "complaints are defined as expressions of dissatisfaction, whether subjectively experienced or not, for the purpose of venting emotions or achieving intrapsychic goals, inter personal goals, or both" (24). Especially in the case of night deliveries, the shift from a common situation to a new environment could evoke complaints even when there is no actual disturbance, such as an increase in noise levels.…”

Section: Impact Of Off-peak Deliveries On Citizens' Daily Routinementioning

confidence: 99%

Assessing Nighttime Deliveries in Stockholm, Sweden

Koutoulas

Franklin

Eliasson

2017

Transportation Research Record

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Off-peak-hour delivery programs are a promising but challenging concept for promoting sustainable urban logistics. Stockholm, Sweden, initialized a nighttime freight deliveries program in 2014, aimed at a more efficient and environmentally friendly delivery system within the central area of the city. The policy of shifting freight deliveries from daytime to off-peak hours generates a wide range of effects that can be analyzed from several angles. This paper identifies the social costs and benefits, how these are distributed between stakeholders, and their effects on the everyday life and operations of all interested parties. According to information and data collected through in-depth interviews with private and public stakeholders, the social benefits mainly consist of increased efficiency and productivity for carriers and receivers, reduced transport costs, fuel cost savings, and reduced congestion and accidents when trucks are moved from peak to off-peak hours. Social costs may include increased noise levels and noise disturbances; additional staff requirements, equipment, and wage costs; and higher risks in handling goods deliveries at nighttime, especially in the case of unassisted deliveries. This paper concludes by discussing the lessons learned from the trial, challenges and opportunities that arose during implementation, and the implications for enhancement of off-peak-hour delivery in Stockholm and other cities.

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“…Smith, Snyder & Perkins, 1983) only a few empirical studies on complaining have been published (Alicke et al, 1992;Kaiser & Miller, 2001;Kowalski & Cantrell, 2002). Despite a comprehensive theoretical model of antecedents, functions and consequences of complaining developed by Kowalski (1996), empirical research on this topic remains scarce. The present work attempts to fill this gap in knowledge by presenting a line of four studies on affective consequences of complaining and affirmation.…”

Section: Saying Is Experiencing: Affective Consequences Of Complaininmentioning

confidence: 99%

“…Complaining is defined as expressing dissatisfaction independently of whether it is actually experienced or not (Kowalski, 1996). Complaining is, then, an affectexpressive behavior, so it is logical to assume that it can result in direct changes of affective states.…”

Section: Saying Is Experiencing: Affective Consequences Of Complaininmentioning

confidence: 99%