Kutaula, S, Gillani, A, Leonidou, LC et al. (1 more author) (2022) Exploring frontline employee-customer linkages: a psychological contract perspective. The International Journal of Human Resource Management, 33 (9). pp. 1848-1885. ISSN 0958-5192
Abstract
Although the concept of psychological contract provides a valuable tool to explore frontline employees and customer relationships, this has received little research attention. To address this gap, we develop an integrated model anchored on social exchange theory and a set of research propositions which link together Human Resource Management (HRM) practices delivered by line managers, frontline employee psychological contract, frontline employee customer-oriented behaviors, and customer psychological contract fulfillment, eventually predicting customer outcomes. We also stress the moderating role of service climate and organizational identification, as well as the control effects played by frequency of interactions, nature of product/service, and frequency of purchase of the product/service. Our analysis offers useful theoretical and managerial implications, as well as directions for further research.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2020 Informa UK Limited, trading as Taylor & Francis Group. This is an author produced version of an article published in The International Journal of Human Resource Management. Uploaded in accordance with the publisher's self-archiving policy. |
Keywords: | Psychological contract, frontline employees, customer outcomes, service climate, HRM practices |
Dates: |
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Institution: | The University of Leeds |
Academic Units: | The University of Leeds > Faculty of Business (Leeds) > Marketing Division (LUBS) |
Depositing User: | Symplectic Publications |
Date Deposited: | 08 Jul 2020 12:33 |
Last Modified: | 12 Jul 2022 10:53 |
Status: | Published |
Publisher: | Taylor & Francis |
Identification Number: | 10.1080/09585192.2020.1791222 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:162988 |