Psychological Contracts and Organizational Commitment: The Positive Impact of Relational Contracts on Call Center Operators

Abstract

With the increasing complexity and dynamism of the modern work experience, the importance of the psychological contract has become increasingly clear. Organizations and researchers alike have recognized the implications of this contract for employee performance, satisfaction and well-being. However, certain work contexts can increase psychosocial risks, making it crucial to investigate the individual and contextual characteristics that can promote well-being and mitigate risks. In this study, we examined the impact of psychological contract types and task repetitiveness on organizational commitment among call center employees. By conducting a cross-sectional study involving 201 call center employees working in-person and administering an ad hoc questionnaire, we aimed to enrich the scientific literature on the psychological contract and its implications for the call center work environment. Our findings revealed that a transactional psychological contract has a negative impact on affective and normative commitment, potentially undermining employees’ sense of obligation and responsibility towards these organizations. To promote healthy work relationships and well-being among call center employees, we suggest the importance of a relational psychological contract. By highlighting the role of psychological contract types in organizational commitment, our study offers valuable insights for both researchers and practitioners.

Employee Performance in the Nexus of Leadership Agility, Perceived Organizational Support, Organizational Commitment and Readiness for Change

“…Sofat, Kiran, & Kaushik (2015) emphasized that the organizations faced internal and external pressures for the changes, making effective management of organizational change a critical concern across various industries. This finding is consistent with the Psychological Contract Theory proposed by Fantinelli, Galanti, Guidetti, Conserva, Giffi, Cortini, & Di Fiore (2023), which underlined the relationships characterized by loyalty and mutual support between the employees and organizations. This theory explained that both parties must support each other in achieving their shared goals, needs, interests, and well-being.…”

Relationship between Personal Ethics and Burnout: The Unexpected Influence of Affective Commitment

“…Second, the centrality of ethics, from an operational point of view, requires specific training plans for leaders that highlight the importance of compliance with the psychological contract, of moral bonding through example, and of the use of trust as a critical element in robust interpersonal relationships (Fantinelli et al 2023). Using work groups can be especially useful for better conceptual and practical assimilation.…”

The influence of internship satisfaction and the psychological contract on the career identity behavior of fresh graduates

“…The concept of the psychological contract was introduced by the social psychologist Argyris to describe a non-obvious and informal mutual relationship between employers and employees. He found that employees’ productivity increased when they perceived that the company would provide benefits to them beyond the obligations specified in the written contract ( Argyris and Ditz, 1960 ; Topa et al, 2022 ; Fantinelli et al, 2023 ). The connotations and dimensions of the psychological contract have been studied, to some extent by previous scholars.…”

“…Moreover, scholars have found that a satisfying internship can foster a positive psychological contract. Psychological contract is a series of intangible and implicit expectations that exist between organizations and individuals ( Fantinelli et al, 2023 ), which greatly affects the behavior of employees and the organizational management of enterprises. For example, Interns who have a fulfilling learning experience, feel valued, and perceive fair treatment are more prone to develop a strong psychological contract with their organization ( D'Abate, 2009 ; Suazo and Turnley, 2020 ; Simons, 2021 ).…”