The Effects of Perceived Psychological Contract on Organizational Commitment and Organizational Citizenship Behavior

The purpose of this study is investigated effects of the agents’ psychological contract upon the company upon organizational commitment and organizational citizenship behavior. and the study made a model with mediating variables of self-esteem, self-efficacy and perceived organization support to investigate causal relations between variable by path analysis. The survey was conducted “A” call center company in Seoul. 290 copies of effective questionnaires except for 31 copies were used. It was found that psychological contract had positive influence upon self-esteem, self-efficacy and perceived organizational support. And self-efficacy and perceived organizational support had influence upon organizational commitment, while self-esteem, self-efficacy and perceived organizational support did upon organizational citizenship behavior. Also, the results of mediated effects showed that only self-esteem had no mediated effect between psychological contract and organization commitment, but all mediation variables had partial mediated effect between psychological contract and organizational commitment, and between psychological contract and organizational citizenship behavior. Suggestion results as follows: First, call centers are asked to let the agents cognize affirmative psychological contract. Second, call centers are asked to produce organizational atmosphere to let agents increase motivation factors such as praise, admission and delegation of authority to give emotional support To get call centers' competitiveness edge, Finally, call center agents should develop them at personal levels to cognize organizational support affirmatively and to keep mutually beneficial contract between call centers and agents.