Psychological Contracts, OCB and Customer Service: An Exploratory Examination

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dc.contributor.authorBlancero, Donna
dc.contributor.authorJohnson, Scott A.
dc.contributor.authorLakshman, C.
dc.date.accessioned2020-11-25T14:51:21Z
dc.date.available2020-11-25T14:51:21Z
dc.date.issued1995-07-01
dc.description.abstractThis paper examines the relationships among the psychological contract, fairness, OCB, and customer service. We report on two exploratory studies that provide insight into psychological contract violations and subsequent perceptions of fairness, as well as OCB activity. A linkage is made between psychological contracts and behavior directed internally and those directed externally (i.e., customer service). We extend the current theory to suggest implications for effectively managing customer service employee OCB. Finally, suggestions are made for both practice and future research to be conducted in a multidisciplinary design.
dc.description.legacydownloadsPsychological_Contracts__OCB_and_WP95_23.pdf: 3103 downloads, before Oct. 1, 2020.
dc.identifier.other132593
dc.identifier.urihttps://hdl.handle.net/1813/77073
dc.language.isoen_US
dc.subjectpsychological contract
dc.subjectOCB
dc.subjectcustomer service
dc.subjectfairness
dc.subjectcontract
dc.subjectviolation
dc.subjectresearch
dc.titlePsychological Contracts, OCB and Customer Service: An Exploratory Examination
dc.typepreprint
local.authorAffiliationBlancero, Donna: Arizona State University
local.authorAffiliationJohnson, Scott A.: Arizona State University
local.authorAffiliationLakshman, C.: Arizona State University
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