Toward a better understanding of psychological contract breach: A study of customer service employees

• 成果类型: Article; Proceedings Paper
• 署名作者: Deery, SJ; Iverson, RD; Walsh, JT
• 署名单位: University of London; King's College London; Simon Fraser University
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/0021-9010.91.1.166
• 发表日期: 2006
• 页码: 166-175
• 关键词: PSYCHOLOGICAL CONTRACT BREACH; absenteeism; trust; customer service employees; Call centers

摘要

Experiences of psychological contract breach have been associated with a range of negative behavior. However, much of the research has focused on master of business administration alumni and managers and made use of self-reported outcomes. Studying a sample of customer service employees, the research found that psychological contract breach was related to lower organizational trust, which, in turn was associated with perceptions of less cooperative employment relations and higher levels of absenteeism. Furthermore, perceptions of external market pressures moderated the effect of psychological contract breach on absenteeism. The study indicated that psychological contract breach can arise when employees perceive discrepancies between an organization's espoused behavioral standards and its actual behavioral standards, and this can affect discretionary absence.