Matches in SemOpenAlex for { <https://semopenalex.org/work/W2969703040> ?p ?o ?g. }
- W2969703040 endingPage "724" @default.
- W2969703040 startingPage "707" @default.
- W2969703040 abstract "This study aims to extend our understanding of the customer-service team relationship from a new angle, that is, the customer psychological contract. This study adopts the psychological contract theory, proposes and empirically tests a dynamic process of customer psychological contract with the sales teams. In particular, this study examines the relationships between customer psychological contract breach, violation, and satisfaction. In addition, it identifies sales team exhaustion, and customer past positive experience as the conditions which moderate the link between customer psychological contract breach and violation. Using multisource data collection from matched 263 sales team members with 1,003 customers nested in 88 sales teams, the results from multilevel modeling show that customer psychological contract breach leads to a high level of perceived violation, which in turn reduces customer satisfaction. Although sales team exhaustion amplifies the positive impact of customer psychological contract breach on violation, customer past positive experience diminishes such impact. Overall, this study provides a unique contribution to existing literature on the service organization, psychological contract, and the management of customer and service team interactions." @default.
- W2969703040 created "2019-08-29" @default.
- W2969703040 creator A5005820918 @default.
- W2969703040 creator A5017596534 @default.
- W2969703040 creator A5055094582 @default.
- W2969703040 creator A5083894900 @default.
- W2969703040 date "2019-08-20" @default.
- W2969703040 modified "2023-10-16" @default.
- W2969703040 title "The dynamic process of customer psychological contracts in a service context" @default.
- W2969703040 cites W1653393668 @default.
- W2969703040 cites W1976205134 @default.
- W2969703040 cites W1979000511 @default.
- W2969703040 cites W1983411321 @default.
- W2969703040 cites W1984003562 @default.
- W2969703040 cites W1984244142 @default.
- W2969703040 cites W1994445062 @default.
- W2969703040 cites W2003829874 @default.
- W2969703040 cites W2004232934 @default.
- W2969703040 cites W2015056121 @default.
- W2969703040 cites W2018664421 @default.
- W2969703040 cites W2019349012 @default.
- W2969703040 cites W2028216912 @default.
- W2969703040 cites W2028494057 @default.
- W2969703040 cites W2032091634 @default.
- W2969703040 cites W2037249589 @default.
- W2969703040 cites W2046334327 @default.
- W2969703040 cites W2047142615 @default.
- W2969703040 cites W2047435764 @default.
- W2969703040 cites W2067724039 @default.
- W2969703040 cites W2076942984 @default.
- W2969703040 cites W2077947807 @default.
- W2969703040 cites W2080824803 @default.
- W2969703040 cites W2085086200 @default.
- W2969703040 cites W2088314329 @default.
- W2969703040 cites W2091823077 @default.
- W2969703040 cites W2098462375 @default.
- W2969703040 cites W2111297405 @default.
- W2969703040 cites W2123549867 @default.
- W2969703040 cites W2124596021 @default.
- W2969703040 cites W2125974543 @default.
- W2969703040 cites W2126840412 @default.
- W2969703040 cites W2142365442 @default.
- W2969703040 cites W2144816256 @default.
- W2969703040 cites W2153834579 @default.
- W2969703040 cites W2162680260 @default.
- W2969703040 cites W2165072427 @default.
- W2969703040 cites W2166140580 @default.
- W2969703040 cites W2337414277 @default.
- W2969703040 cites W2529314528 @default.
- W2969703040 cites W3121716418 @default.
- W2969703040 cites W4251859756 @default.
- W2969703040 cites W4253003802 @default.
- W2969703040 doi "https://doi.org/10.1177/1470785319867637" @default.
- W2969703040 hasPublicationYear "2019" @default.
- W2969703040 type Work @default.
- W2969703040 sameAs 2969703040 @default.
- W2969703040 citedByCount "7" @default.
- W2969703040 countsByYear W29697030402020 @default.
- W2969703040 countsByYear W29697030402021 @default.
- W2969703040 countsByYear W29697030402022 @default.
- W2969703040 countsByYear W29697030402023 @default.
- W2969703040 crossrefType "journal-article" @default.
- W2969703040 hasAuthorship W2969703040A5005820918 @default.
- W2969703040 hasAuthorship W2969703040A5017596534 @default.
- W2969703040 hasAuthorship W2969703040A5055094582 @default.
- W2969703040 hasAuthorship W2969703040A5083894900 @default.
- W2969703040 hasConcept C101276457 @default.
- W2969703040 hasConcept C140781008 @default.
- W2969703040 hasConcept C144133560 @default.
- W2969703040 hasConcept C15744967 @default.
- W2969703040 hasConcept C162853370 @default.
- W2969703040 hasConcept C17163166 @default.
- W2969703040 hasConcept C191511416 @default.
- W2969703040 hasConcept C2780378061 @default.
- W2969703040 hasConcept C31367271 @default.
- W2969703040 hasConcept C36376990 @default.
- W2969703040 hasConcept C53100981 @default.
- W2969703040 hasConcept C57660159 @default.
- W2969703040 hasConcept C63207073 @default.
- W2969703040 hasConcept C77197577 @default.
- W2969703040 hasConcept C77805123 @default.
- W2969703040 hasConceptScore W2969703040C101276457 @default.
- W2969703040 hasConceptScore W2969703040C140781008 @default.
- W2969703040 hasConceptScore W2969703040C144133560 @default.
- W2969703040 hasConceptScore W2969703040C15744967 @default.
- W2969703040 hasConceptScore W2969703040C162853370 @default.
- W2969703040 hasConceptScore W2969703040C17163166 @default.
- W2969703040 hasConceptScore W2969703040C191511416 @default.
- W2969703040 hasConceptScore W2969703040C2780378061 @default.
- W2969703040 hasConceptScore W2969703040C31367271 @default.
- W2969703040 hasConceptScore W2969703040C36376990 @default.
- W2969703040 hasConceptScore W2969703040C53100981 @default.
- W2969703040 hasConceptScore W2969703040C57660159 @default.
- W2969703040 hasConceptScore W2969703040C63207073 @default.
- W2969703040 hasConceptScore W2969703040C77197577 @default.
- W2969703040 hasConceptScore W2969703040C77805123 @default.
- W2969703040 hasFunder F4320321106 @default.
- W2969703040 hasFunder F4320322725 @default.