Psychological contract violation

• Published in: The International journal of conflict management 2017-02, Vol.28 (1), p.103-121
• Main Authors: Chih, Wen-Hai, Chiu, Tao-Sheng, Lan, Li-Chi, Fang, Wen-Chang
• Format: Article
• Language: English
• Subjects: Behavior; Brand loyalty; Complaints; Conflict management; Consumer behavior; Consumers; Contracts; Customer services; Employees; Intervening variables; Literature reviews; Marketing; Perceptions; Psychological aspects; School districts; Settlements & damages; Social exchange theory; Wages & salaries
• ISSN: 1044-4068; 1758-8545
• DOI: 10.1108/IJCMA-02-2016-0010

Purpose This study aims to investigate the relationships between consumers’ perceived justice and their behavioral intentions and explores the effects of psychological contract violation on the relationships. Design/methodology/approach This study conducts sampling through the survey to consumers after restaurant dining. This study collected data from 400 respondents and analyzed the data with the structural equation modeling. Findings The results indicate that consumers who experience higher level of distribution justice and procedure justice are more likely to have behavioral intentions. This study also reveals that psychological contract violation is a partial mediator of the above relationships. Consumers will feel less psychological contract violation when they perceive more distribution justice and procedure justice and will not significantly affect them more likely to repurchase intention. Originality/value During restaurant service, if consumers feel distribution or procedure injustice, they are more likely to engage in negative word-of-mouth. However, the lack of significant and positive effect of interaction justice on negative word-of-mouth in this study can be because of other intervening variables, such as intensity. Furthermore, in terms of customer’s repurchase intention, the results indicate significant and positive effects for all three types of justice on repurchase intention.