Psychosocial Safety Climate and Job Autonomy on Voice Behavior in the Hospitality Industry in China: The Roles of Emotional Exhaustion and Coworker Support

This study examines how psychosocial safety climate (PSC) and job autonomy impact voice behavior, highlighting emotional exhaustion as a mediator and coworker support as a moderator. Drawing on the Conservation of Resources (COR) theory, the study highlights how a positive PSC and high job autonomy can promote voice behavior. The findings demonstrate that PSC and job autonomy positively influence voice behavior directly. Emotional exhaustion mediates the relationships between PSC, job autonomy, and voice behavior, while coworker support mitigates the adverse impact of emotional exhaustion, making employees more likely to engage in voice behavior. Frontline employees from two five-star hotels in the southwest of China provided the data, highlighting the critical role of a supportive organizational environment in fostering proactive employee behaviors. The findings offer theoretical and practical insights into organizational behavior, suggesting that hotel managers are advised to foster a psychologically safe work climate by actively encouraging open communication and addressing employee concerns. Providing greater job autonomy, such as granting employees more control over their tasks and decision-making, can further empower voice behavior. Additionally, cultivating strong coworker support networks through team-building activities and collaboration opportunities can help mitigate emotional exhaustion. These practices contribute to a more engaged and motivated workforce, ultimately improving service quality and organizational performance in the highly competitive hospitality industry.