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

Author

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  • Stefania Fantinelli

    (Department of Humanities, Letters, Cultural Heritage and Educational Studies, University of Foggia, 77122 Foggia, Italy)

  • Teresa Galanti

    (Department of Psychological, Health, and Territorial Sciences (DiSPuTer), University G. D’Annunzio, 66100 Chieti, Italy)

  • Gloria Guidetti

    (Department of Psychology, University of Turin, 10124 Turin, Italy)

  • Federica Conserva

    (Department of Psychological, Health, and Territorial Sciences (DiSPuTer), University G. D’Annunzio, 66100 Chieti, Italy)

  • Veronica Giffi

    (Department of Psychological, Health, and Territorial Sciences (DiSPuTer), University G. D’Annunzio, 66100 Chieti, Italy)

  • Michela Cortini

    (Department of Psychological, Health, and Territorial Sciences (DiSPuTer), University G. D’Annunzio, 66100 Chieti, Italy)

  • Teresa Di Fiore

    (Department of Psychological, Health, and Territorial Sciences (DiSPuTer), University G. D’Annunzio, 66100 Chieti, Italy)

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.

Suggested Citation

  • Stefania Fantinelli & Teresa Galanti & Gloria Guidetti & Federica Conserva & Veronica Giffi & Michela Cortini & Teresa Di Fiore, 2023. "Psychological Contracts and Organizational Commitment: The Positive Impact of Relational Contracts on Call Center Operators," Administrative Sciences, MDPI, vol. 13(4), pages 1-14, April.
    • Handle: RePEc:gam:jadmsc:v:13:y:2023:i:4:p:112-:d:1123007
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    References listed on IDEAS

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    1. Teresa Galanti & Teresa Di Fiore & Stefania Fantinelli & Michela Cortini, 2021. "The Role of Organizational Support in Non-Technical Dimensions of Safety: A Case Study in the Automotive Sector," IJERPH, MDPI, vol. 18(5), pages 1-15, March.
    2. Soares, Maria Eduarda & Mosquera, Pilar, 2019. "Fostering work engagement: The role of the psychological contract," Journal of Business Research, Elsevier, vol. 101(C), pages 469-476.
    3. Hyunjin Oh & Heyeon Park & Sunjoo Boo, 2017. "Mental health status and its predictors among call center employees: A cross‐sectional study," Nursing & Health Sciences, John Wiley & Sons, vol. 19(2), pages 228-236, June.
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