Publication Date

April 1997


We present a theoretical framework for explicating contact employee behavior during customer service encounters, labeled discretionary service behavior (DSB). The model takes an organizational justice perspective, incorporating psychological contracts and fairness perceptions. We define DSB, examine potential antecedents, present research propositions related to the model, and discuss potential organizational outcomes.


Suggested Citation
Blancero, D. & Johnson, S. A. (1997). Customer service employees and discretionary service behavior: A psychological contract model (CAHRS Working Paper #97-07). Ithaca, NY: Cornell University, School of Industrial and Labor Relations, Center for Advanced Human Resource Studies.