Psychological contract and job security among call centre agents: Preliminary evidence

2019 ◽  
Vol 29 (1) ◽  
pp. 73-79 ◽  
Author(s):  
Nelesh Dhanpat ◽  
Londi Nemarumane ◽  
Nyiko Precious Ngobeni ◽  
Duduzile Nkabinde ◽  
Sipho Noko
2015 ◽  
Vol 38 (3) ◽  
pp. 513-534 ◽  
Author(s):  
Lixin Jiang ◽  
Tahira M Probst ◽  
Wendi L Benson

This study examines how organizational context affects employee reactions to perceived psychological contract breach. Using Conservation of Resources and Social Comparison theories, the authors develop competing hypotheses regarding the potential exacerbating vs. buffering effects of organizational context on the relationships between psychological contract breach and job security satisfaction, job satisfaction, work–family conflict, and burnout. They collected a multi-source, multilevel data set composed of faculty and departmental administrators at a university experiencing repeated budget reductions. It was found that psychological contract breach was related to detrimental job outcomes (i.e., decreased job security satisfaction and job satisfaction, increased work–family conflict, and burnout). However, this relationship was stronger among faculty in departments reporting low rather than high departmental budget cuts, thus supporting Social Comparison theory rather than Conservation of Resources theory. Social comparison matters when it comes to psychological contract breach.


2020 ◽  
Vol 10 (2) ◽  
pp. 160-169
Author(s):  
Havana Sevcan Kurt

The purpose of this research was to examine the role of loyalty where employees perceive the effect on their psychological contract breach of the bank’s intention to leave the call centre operating in Turkey. For this purpose, the literature was examined and a research questionnaire was prepared based on the psychological contract violation (PC), intention to quit and perception of loyalty. This survey was used to collect data of 634 banking call centres operating in Turkey using the sampling method. Statistical Package for the Social Sciences 25 and LISREL 8.7 statistical package programmes were applied in the analysis of the research data. Structural equation modelling was used to test the research hypothesis. In the relationship between (PC) and turnover intention, employee-perceived loyalty has a partial mediating role. This result is considered important for bank managers and human resources specialists who want to improve their success and the quality of the service they offer to their customers. In this study, only the perceptions of the employee were examined. It is also recommended to examine the perceptions of managers working in different sectors.   Keywords: Loyalty, psychological contract violation, turnover intention.


2021 ◽  
Vol 6 (1) ◽  
pp. 11-31
Author(s):  
Anne Kamau ◽  
Susan Wasike ◽  
Bernard Muturi

Purpose: The main purpose of this study was to examine the effects of employer promises of a psychological contract on employee performance at the Teachers Service Commission Materials and Methods: A case study research design was used in the study. The sample size was 341 respondents at the TSC who were arrived at using the Krejcie and Morgan Table of sample size determination. They were selected using a simple random sampling technique. Questionnaires were used for collecting the data. Quantitative and qualitative approaches were used in carrying out the analysis. The quantitative data comprised of descriptive and inferential analysis which were done with the help of the SPSS. The qualitative data was analyzed thematically and integrated within the quantitative data. Results:  The following key findings were made: The coefficient of determination indicates that 82.0% variations on employee performance was explained by the four independent variables; promotion, training and career development, job equity, and job security. holding other factors constant, promotion (Beta=.175), training and career development (Beta=.372), job equity (Beta=.338) and job security (Beta=.208) are positively related to employee performance at the Teacher Service Commision. Additionally, the study concluded that there is a significant relationship between constructs of organizational promises of psychological contract (promotion, training and career development, job equity, job security) and employee performance (p=.00<0.05). Unique contribution to theory, practice and policy: It is recommended that the organization should take time to create opportunities for training and career development among its staff members. The organizational policies may also be reviewed to keenly address the issue of job equity. It should ensure that the aspects of fairness in terms of promotion, rewards/salaries and other practices are provided fairly and equally to all the staff members. With streamlined policies, the implementers should also be evaluated and examined to ensure that they followed the policies in ensuring that the organization operates in a fair environment.


2019 ◽  
Vol 29 (4) ◽  
pp. 388-392
Author(s):  
Definite Mutendi ◽  
Roslyn De Braine ◽  
Nelesh Dhanpat

2020 ◽  
Vol 2 (2) ◽  
pp. 38-43
Author(s):  
Christine Ampofo-Ansah ◽  
Joseph Ampofo Ansah

Work in organizations entails an exchange relationship between employees and organization. Apart from the written employment contract, there still exists a set of mutual expectations from the two parties (employer and employee) which remain unwritten and unvoiced and yet drives the behavior of both workers and organizations alike, and this is what is referred to as the psychological contract. Psychological contract refers to the employees’ subjective interpretations and evaluations of their deal with the organization. The aim of this study is to explore the impact of breaches or violations in the psychological contract on the performance of employees. It aims to present two concurrent hypotheses, based on theoretical interaction effects of social exchanges (conceptualized as social exchange relationships, fairness, and job security).Data were collected from a sample of 150 employees from both Public and Private Banks in Ghana. Regression analysis was used to explore the moderating effects of social exchanges on the relationships between psychological contract breach and work performance (operationalized as in- role behaviors and organizational citizenship behaviors).It was found that the negative relationship between psychological contract breach and work performance was moderated by social exchanges, such that the relationship was stronger for employees with high social exchange relationship, perceived organizational support, and job security which means that psychological contract breach will negatively affect employees with higher expectations in social exchanges. Keywords: Breach of contract; Social interaction; Psychological contracts; Job satisfaction


2021 ◽  
Vol 12 ◽  
Author(s):  
Wenzhu Lu ◽  
Xiaolang Liu ◽  
Shanshi Liu ◽  
Chuanyan Qin

The goal of the present research was to identify the mechanism through which job security exerts its different effects on organizational citizenship behaviors (OCB) among contract and permanent employees from social identity and social exchange perspectives. Our research suggests two distinct, yet related explanatory mechanisms: organizational identification and psychological contract breach, to extend the job security literature by examining whether psychological contract breach and organization identity complement each other and explaining the mechanism of different behaviors response to job security across employment status. Data were collected from 211 Chinese employees and 61 supervisory ratings of OCBs. Our results showed that relative to psychological contract breach, organizational identification plays a stronger mediating role in the association between job security and OCBs. Evidence from multi-group analyses also suggested employment status moderated the mediation mechanism of organizational identification between job security and OCB. Implications for job security and hybrid employment management are discussed.


2018 ◽  
Author(s):  
Katherine V.W. Stone

48 UCLA Law Review 519 (2001)In this article, Professor Stone describes the profound changes that are occurring in the employment relationship in the United States. Firms are dismantling their internal labor markets and abandoning their implicit promises of orderly promotion and long-term job security. No longer is employment centered on a single, primary employer. Instead, employees operate in a boundaryless workplace in which they expect to move frequently between firms, and between divisions within firms, throughout their working lives. At the same time, employers and employees have a new understanding of their mutual obligations, a new psychological contract, in which expectations of job security and promotional opportunities have been replaced by expectations of employability, training, human capital development, and networking opportunities.The changes in the nature of the employment relationship have many implications for labor and employment regulation. The U.S. system of labor and employment law that originated in the New Deal period is built upon the assumption of long-term attachment between employer and employee. The collective bargaining laws as well as the social welfare measures that provide old age assistance, unemployment insurance, health insurance, and disability insurance are employer-centered and depend upon an on-going employment relationship. These legal structures are not well-suited to the boundaryless workplace. Professor Stone discusses the implications of the new workplace for three issues that are problematic in the new workplace: ownership of human capital, employment discrimination, and employee representation. In each area, she makes suggestions to address problems of insecurity, unfairness and injustice that frequently arise. These proposals are part of an effort to begin to imagine, and create, a new labor and employment law, one that can foster equity and justice in the new workplace.


Sign in / Sign up

Export Citation Format

Share Document