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The effects of social responsibility and hypocrisy on the relationship among psychological contract violation, trust and perceived betrayal

Chen Hai-Ming (Department of Tourism and Historical Culture, Zhaoqing University, Zhaoqing, China)
Lan Li-Chi (Department of Business Administration, National Taipei University, New Taipei City, Taiwan)
Chiu Tao-Sheng (Department of Tourism and Historical Culture, Zhaoqing University, Zhaoqing, China)
Fang Chen-Ling (Department of Finance and Cooperative Management, National Taipei University, New Taipei City, Taiwan)

International Journal of Conflict Management

ISSN: 1044-4068

Article publication date: 10 January 2020

Issue publication date: 31 March 2020

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Abstract

Purpose

This paper aims to explore the impact of corporate social responsibility and hypocrisy on the relationship among psychological contract violation, trust and perceived betrayal.

Design/methodology/approach

This study used purposive sampling and selected students in Taiwan as the research participants. The theory of psychological contract violation and consumer awareness process in violation hypocrisy on psychological contract violation were used to investigate the effect of its impact on trust and perceived betrayal. Then, the moderating effect of social responsibility and hypocritical on trust, and the mediating effect of trust between psychological contract violation and perceived betrayal were analyzed.

Findings

The results indicated that hypocrisy had a significant and negative impact on psychological contract violation toward trust; hypocrisy had a significantly positive impact on psychological contract violation toward perceived betrayal; trust had a significantly negative impact on perceived betrayal; perceived betrayal had a significantly positive impact on both direct and indirect revenges; trust had a mediating effect between hypocrisy toward psychological contract violation and perceived betrayal; and higher hypocrisy would produce a stronger effect through trust on the relationships between hypocrisy toward psychological contract violation and perceived betrayal.

Originality/value

Perception of consumers would differ whenever there were failures of service recovery occurred; especially, stronger betrayal feeling would be perceived with the companies who emphasized social responsibility and did not carry out what they should do. Research results could be references for companies whom advertising and praising social responsibility.

Keywords

Citation

Hai-Ming, C., Li-Chi, L., Tao-Sheng, C. and Chen-Ling, F. (2020), "The effects of social responsibility and hypocrisy on the relationship among psychological contract violation, trust and perceived betrayal", International Journal of Conflict Management, Vol. 31 No. 2, pp. 241-261. https://doi.org/10.1108/IJCMA-06-2019-0100

Publisher

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Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited

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