The Relationships among Psychological Contract Breach,Job Engagement, and Service Quality: The Moderating Role of Psychological Capital
| Autor: | Ya-Chen Yang, 楊雅真 |
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| Rok vydání: | 2013 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 101 The main purpose of this research is to investigate the relationship among psychological contract breach, job engagement, and service quality, and further to examine the moderation role that psychological capital plays between psychological contract breach and job engagement. A survey was conducted on first-line service staffs in Taiwan, obtaining from data of 619 matched sets of managers, service employee. The result of the multiple regression analysis revealed that, relational psychological contract breach is associated with decreased job engagement and service quality. Job engagement mediated the relationship between psychological breach and service quality. Job engagement was positively related to service quality. However, psychological capital does not have a moderating effect on the relationship between psychological contract breach and job engagement. We discuss the implications of these findings for research, as well as for management practice. Keywords: psychological contract breach, job engagement, service quality, psychological capital |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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