Why Do Frontline Employees Speak Up on Behalf of Customers? The Influence of Supervisors Versus Coworkers and Intrapersonal Factors

Speaking Up and Activism Among Frontline Employees: How Professional Coping Influences Work Engagement and Intent to Leave Among Teachers

The American Review of Public Administration ◽

10.1177/0275074016682313 ◽

2016 ◽

Vol 48 (4) ◽

pp. 318-328 ◽

Cited By ~ 4

Author(s):

Nina M. van Loon ◽

Madelon Heerema ◽

Marit Weggemans ◽

Mirko Noordegraaf

Keyword(s):

Work Engagement ◽

Intent To Leave ◽

Service Providers ◽

Coping Behavior ◽

Active Coping ◽

Frontline Employees ◽

Speaking Up ◽

Primary School Teachers ◽

Professional Norms ◽

Speak Up

Demands that exceed time and resources place pressure on public professionals, resulting in coping behavior. This study aims to provide insight in the prevalence and consequences of taking a more active strategy, professional coping. Next to traditional forms of coping studied in public administration, studying active coping can result in more insight in when and with what consequences frontline employees speak up and resist pressures. We explore to what degree teachers use speaking out using professional norms as a way to tackle the pressures they face. Moreover, we analyze the relationship between professional coping, work engagement, and intent to leave as important indicators of how immersed frontline employees are in their work. Using survey data ( n = 1,270) from primary school teachers, we conclude that professional coping is in general regularly but not very often applied, but that professional coping is related to higher work engagement and lower intent to leave. We conclude that studying active coping strategies can not only be important for street-level literature in gaining insight in all types of behavior and their consequences but also for public service providers aiming for an engaged workforce.

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