Breach begets breach: Trickle-down effects of psychological contract breach on customer service

Prashant Bordia, Simon Lloyd D Restubog, Sarbari Bordia, Robert L. Tang

Research output: Contribution to journalArticle

Abstract

Adopting a multifoci approach to psychological contract breach (i.e., breach by the organization referent and breach by the supervisor referent), the authors propose a trickle-down model of breach. Results from three studies show that supervisor perceptions of organizational breach are negatively related to supervisor citizenship behaviors toward the subordinate, resulting in subordinate perceptions of supervisory breach. Subordinate breach perceptions are, in turn, negatively related to subordinate citizenship behaviors toward the customer and, ultimately, customer satisfaction. The findings demonstrate the interconnected nature of social exchange relationships at work and draw attention to the effects of breach for other employees and customers.

Original languageEnglish (US)
Pages (from-to)1578-1607
Number of pages30
JournalJournal of Management
Volume36
Issue number6
DOIs
StatePublished - Oct 12 2010
Externally publishedYes

Fingerprint

Customer service
Psychological contract breach
Breach
Supervisors
Citizenship behavior
Employees
Social exchange
Exchange relationships
Customer satisfaction

Keywords

  • customer service
  • psychological contract breach
  • social exchange theory

ASJC Scopus subject areas

  • Finance
  • Strategy and Management

Cite this

Breach begets breach : Trickle-down effects of psychological contract breach on customer service. / Bordia, Prashant; Restubog, Simon Lloyd D; Bordia, Sarbari; Tang, Robert L.

In: Journal of Management, Vol. 36, No. 6, 12.10.2010, p. 1578-1607.

Research output: Contribution to journalArticle

Bordia, Prashant ; Restubog, Simon Lloyd D ; Bordia, Sarbari ; Tang, Robert L. / Breach begets breach : Trickle-down effects of psychological contract breach on customer service. In: Journal of Management. 2010 ; Vol. 36, No. 6. pp. 1578-1607.
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