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Psychological contracts and fairness: The effect of violations on customer service behavior

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Journal of Market-Focused Management

Abstract

A conceptual model of the effect of psychological contracts and associated fairness perceptions on customer service organizational citizenship behaviors (CSOCB) is presented. Psychological contracts, individually held beliefs regarding employer-employee reciprocal expectations and obligations, provide a basis for the comprehensive perception of organizational justice. In turn, justice perceptions result in CSOCB, or externally directed extra-role behaviors. When customer contact employees perceive violations, these behaviors are likely to be either negative or a reduction of positive behaviors. Future research is discussed.

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Authors and Affiliations

  1. Department of Management, College of Business and the Hispanic Research Center, Arizona State University, Box 874006, 85287-4006, Tempe, AZ

    Donna Blancero Ph.D.

  2. Department of Management, College of Business, Arizona State University, Box 874006, 85287-4006, Tempe, AZ

    Scott A. Johnson

  3. Department of Management, College of Business, Arizona State University, Box 874006, 85287-4006, Tempe, AZ

    C. Lakshman

Authors
  1. Donna Blancero Ph.D.
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  2. Scott A. Johnson
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  3. C. Lakshman
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Blancero, D., Johnson, S.A. & Lakshman, C. Psychological contracts and fairness: The effect of violations on customer service behavior. J Market-Focused Manage 1, 49–63 (1996). https://doi.org/10.1007/BF00129603

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