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10-05-2017 | Empirical article

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

Authors: Taegoo Terry Kim, Osman M. Karatepe, Gyehee Lee

Published in: Service Business | Issue 2/2018

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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.

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Title: Psychological contract breach and service innovation behavior: psychological capital as a mediator
Authors: Taegoo Terry Kim
Osman M. Karatepe
Gyehee Lee
Publication date: 10-05-2017
Publisher: Springer Berlin Heidelberg
Published in: Service Business / Issue 2/2018
Print ISSN: 1862-8516
Electronic ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-017-0347-4

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