外部顾客参与下的组织心理契约延伸研究

组织形式的多样化决定了仅围绕员工与组织的心理契约研究是有局限的,顾客的参与使得组织尤其是服务型组织的内部雇佣关系更多地受到外部市场的影响。文章以此为视角,突破了传统心理契约的双边主体研究,认为顾客与员工和组织方的心理契约皆会作用于员工-组织雇佣关系、顾客-组织营销关系,实现了心理契约多方主体的拓展。详细介绍了多方主体心理契约的内容架构,重点介绍了顾客心理契约对员工-组织心理契约的影响,在此基础上,文章提出了把握顾客员工需求与认知、建立多方的沟通协调机制以及多方利益冲突维护工作等组织管理措施。

Extended Study on External Customer Participation of Organizational Psychological Contract

It is limited that diversified decisions of organization only center on psychological contract of organization and employees. The participation of customers makes organizations, especially the internal employment relationship in service organizations, more affected by external markets. This article is based on this view and has broken through the traditional researches on the subject of psychological contract and believes that the psychological contract of customers, employees and organizations are all applied to the employment relationship between employees and organizations, the marketing relationship between customers and organizations, thus realizing the expansion of varied main parts of psychological contract. In detail, the article introduced the content framework of varied main parts of psychological contract, and emphasized the influence of psychological contract of customers on psychological contract of employees and organizations. Based on this, the article put forward some management measures, such as grasping the needs of customers and employees, establishing mechanisms of communication and coordination and working on safeguards of interests, etc.