The impact of psychological contract under- and over-fulfillment on client citizenship behaviors in Enterprise systems projects: From the client's perspective

Liu Yang, Liu Hefu, Cai Zhao

Research output: Journal PublicationArticlepeer-review

1 Citation (Scopus)

Abstract

This study focuses on examining client citizenship behaviors (CCBs) from a psychological contract perspective in enterprise systems (ES) vendor–client relationships. Using polynomial modeling to capture the discrepancy between expected obligations and delivered fulfillments, this stud unpacks psychological contract and investigates the impacts of psychological contract under-fulfillment, fulfillment, and over-fulfillment on CCBs. The results show that both under-fulfillment and over-fulfillment of psychological contract are negatively related to CCBs. CCBs are shown to be higher when expected obligation and delivered fulfillment are both high than when both are low. The theoretical contributions and practical implications are discussed.

Original languageEnglish
Article number103366
JournalInformation and Management
Volume57
Issue number7
DOIs
Publication statusPublished - Nov 2020

Keywords

  • Client citizenship behavior
  • Enterprise systems project
  • Psychological contract
  • vendor–client relationship

ASJC Scopus subject areas

  • Management Information Systems
  • Information Systems
  • Information Systems and Management

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