University of Surrey

Test tubes in the lab Research in the ATI Dance Research

Exploring frontline employee-customer linkages: a psychological contract perspective

Kutaula, Smirti, Gillani, Alvina, C. Leonidou, Leonidas and Palihawadana, Dayananda (2020) Exploring frontline employee-customer linkages: a psychological contract perspective The International Journal of Human Resource Management. pp. 1-38.

[img] Text
Exploring frontline employee-customer linkages - AAM.docx - Accepted version Manuscript
Restricted to Repository staff only until 15 January 2022.

Download (167kB)


Although the concept of psychological contract provides a valuable tool to explore frontline employees and customer relationships, this has received little research attention. To address this gap, we develop an integrated model anchored on social exchange theory and a set of research propositions which link together Human Resource Management (HRM) practices delivered by line managers, frontline employee psychological contract, frontline employee customer-oriented behaviors, and customer psychological contract fulfillment, eventually predicting customer outcomes. We also stress the moderating role of service climate and organizational identification, as well as the control effects played by frequency of interactions, nature of product/service, and frequency of purchase of the product/service. Our analysis offers useful theoretical and managerial implications, as well as directions for further research.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > Surrey Business School
Authors :
Kutaula, Smirti
C. Leonidou, Leonidas
Palihawadana, Dayananda
Date : 14 July 2020
DOI : 10.1080/09585192.2020.1791222
Copyright Disclaimer : © 2020 Taylor & Francis
Uncontrolled Keywords : Psychological contract; Frontline employees; Customer outcomes; Service climate; HRM practices
Depositing User : Clive Harris
Date Deposited : 27 Jul 2020 17:24
Last Modified : 27 Jul 2020 17:25

Actions (login required)

View Item View Item


Downloads per month over past year

Information about this web site

© The University of Surrey, Guildford, Surrey, GU2 7XH, United Kingdom.
+44 (0)1483 300800