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Psychological contract breach and service innovation behavior: psychological capital as a mediator

Author

Listed:
  • Taegoo Terry Kim

    (Kyung Hee University)

  • Osman M. Karatepe

    (Eastern Mediterranean University)

  • Gyehee Lee

    (Kyung Hee University)

Abstract

Drawing from social information processing, conservation of resources, and affective events theories, our study proposes and tests a conceptual model that examines psychological capital (PsyCap) as a partial mediator of the influence of psychological contract breach (PCB) on service innovation behavior. These relationships were tested with data obtained from managerial and non-managerial employees in customer-contact positions who had full-time jobs in the five-star hotels in Seoul, South Korea. The findings from structural equation modeling suggest that PCB erodes employees’ PsyCap and impedes their service innovation behavior. As expected, PsyCap activates employees’ service innovation behavior. The findings also lend credence to PsyCap as a partial mediator in the aforesaid relationships.

Suggested Citation

  • Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee, 2018. "Psychological contract breach and service innovation behavior: psychological capital as a mediator," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 305-329, June.
    • Handle: RePEc:spr:svcbiz:v:12:y:2018:i:2:d:10.1007_s11628-017-0347-4
    DOI: 10.1007/s11628-017-0347-4
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    References listed on IDEAS

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    Cited by:

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    2. Nguyen Hong Phuoc & Le Nguyen Hau & Pham Ngoc Thuy, 2022. "The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 159-186, March.
    3. Miri Chung & Young-Hye Jang & Steven A. Edelson, 2021. "The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 77-102, March.
    4. La Anh Duc & Nguyen Dinh Tho & Dilupa Nakandala & Yi-Chen Lan, 2020. "Team innovation in retail services: the role of ambidextrous leadership and team learning," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 167-186, March.
    5. Lei Qi & Zhiqiang Pang & Yuping Xu & Bing Liu, 2024. "Investigating the relationship between green human resource management and employees' environmental behavior," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(5), pages 4569-4580, September.

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