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Service sells: Exploring connections between customer service strategy and the psychological contract

Published online by Cambridge University Press:  02 February 2015

Leanne Cutcher
Leanne Cutcher*
Affiliation:
Discipline of Work and Organisational Studies, University of Sydney, Sydney NSW, Australia
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Abstract

Drawing on detailed qualitative case study evidence from four retail banking organisations, this article highlights the connections between customer relations strategy, the psychological contract and employee behaviour. The purpose of the research is to extend our understanding of the links between employees and customers by showing how this relationship evolves over time and by highlighting that a front-line employee's service orientation needs to be understood within the broader context of the employee's service experience. It is suggested that a better understanding of these connections could facilitate improved customer service standards and enhance the experiences of those working in service industries.

Keywords

customerservice climatesalespsychological contractstrategy
Type
Research Article
Information
Journal of Management & Organization , Volume 14 , Issue 2 , May 2008 , pp. 116 - 126
Copyright
Copyright © Cambridge University Press and Australian and New Zealand Academy of Management 2008

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