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Integrating Psychological Contract And Service-Related Outcomes In Emerging Economies

Smirti Kutaula, Vishal Talwar

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The authors present a theoretical framework integrating psychological contract and two key service-related outcomes: service innovation delivery and service-employee citizenship behavior. This particular framework is rooted in the social exchange perspective, incorporating the concepts of psychological contract and services management. Based on this framework, the authors propose research propositions and discuss possible organizational consequences. They also explore how the fields of organizational psychology and services management are beginning to converge around the area of psychological contract, and propose a number of implications of this convergence. From an emerging markets perspective, this particular discussion and theoretical conceptualisation is of utmost importance considering the rapid transition that such markets are making and the movement away from a largely product-driven orientation to a service-dominant logic.