Voice Climate, Work Outcomes, and the Mediating Role of Psychological Empowerment: A Multilevel Examination

M. Lance Frazier, Stav Fainshmidt

Research output: Contribution to journalArticle

37 Scopus citations


The study of voice climate in organizations is a recent introduction to the voice literature and much is still unknown about the outcomes associated with voice climate or the processes by which voice climate influences those outcomes. Drawing from social information processing theory, this study casts psychological empowerment as a cognitive mechanism through which shared voice climate perceptions in work groups are translated into individual work outcomes-voice behavior and customer service performance. Based on a sample of 314 full-time employees in 53 work groups, the results of our study suggest that psychological empowerment fully mediates the relationship between voice climate and customer service performance, and it only partially mediates the relationship between voice climate and voice behavior. Theoretical and practical implications of these findings as well as future research directions are discussed.

Original languageEnglish (US)
Pages (from-to)691-715
Number of pages25
JournalGroup and Organization Management
Issue number6
StatePublished - Dec 1 2012
Externally publishedYes


All Science Journal Classification (ASJC) codes

  • Arts and Humanities (miscellaneous)
  • Applied Psychology
  • Organizational Behavior and Human Resource Management

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