Customer Service Employees and Discretionary Service Behavior: A Psychological Contract Model
Blancero, Donna; Johnson, Scott A.
We present a theoretical framework for explicating contact employee behavior during customer service encounters, labeled discretionary service behavior (DSB). The model takes an organizational justice perspective, incorporating psychological contracts and fairness perceptions. We define DSB, examine potential antecedents, present research propositions related to the model, and discuss potential organizational outcomes.
Psychological contracts; fairness; service behavior; employee; performance; research; discretionary service behavior; DSB; customer; justice