Abstract
A conceptual model of the effect of psychological contracts and associated fairness perceptions on customer service organizational citizenship behaviors (CSOCB) is presented. Psychological contracts, individually held beliefs regarding employer-employee reciprocal expectations and obligations, provide a basis for the comprehensive perception of organizational justice. In turn, justice perceptions result in CSOCB, or externally directed extra-role behaviors. When customer contact employees perceive violations, these behaviors are likely to be either negative or a reduction of positive behaviors. Future research is discussed.
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