Effects of Perceived Psychological Contract on Commitment and Citizenship Behavior for Service Marketing Agents

다국어 초록 (Multilingual Abstract)

Purpose- The purpose of this study is to investigate the effects of service marketing agents’ psychological contract with thecompany on organizational commitment and organizational citizenship behavior.
Research Design, Data, and Methodology- The antecedentvariable of psychological contract, dependent variables of organizational commitment and citizenship behavior, and mediatingvariables of self-esteem, self-efficacy, and perceived organizationsupport were used, based on precedent studies.
Result- The psychological contract had a positive influenceon self-esteem, self-efficacy, and organizational support.
Moreover, self-efficacy and organizational support had an influence on commitment, while self-esteem, self-efficacy, and organizational support influenced organizational citizenship behavior. Inaddition, the results relating to mediated effects showed that only self-esteem had no mediated effect between contract andcommitment.
Conclusions- The call centers are asked to let the agentscognize an affirmative psychological contract. Further, the callcenters are asked to produce an organizational atmosphere tolet agents increase motivation factors. Finally, agents should develop them at personal levels to cognize organizational supportaffirmatively and to keep mutually beneficial contracts betweencall centers and agents.

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