Towards a better understanding of psychological breach: A study of customer service employees.

Research output: Contribution to journalArticlepeer-review

179 Citations (Scopus)

Abstract

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
Original languageEnglish
Pages (from-to)166 - 175
Number of pages10
JournalJournal of Applied Psychology
Volume91
Issue number1
DOIs
Publication statusPublished - Jan 2006

Fingerprint

Dive into the research topics of 'Towards a better understanding of psychological breach: A study of customer service employees.'. Together they form a unique fingerprint.

Cite this