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Organizational cynicism: A study among call centers


Abstract
Psychological contract violation is the emotional precursor to the onset of organizational cynicism. Traditionally several demographical factors moderate this relationship. Previous studies included these factors as control variables, but not all of them. This study examines the moderation of all potential demographical variables between psychological contract violation and organizational cynicism. Results of an empirical study among call center employees suggest that demographical variables do not moderate this relationship. Except for the family variable, indicating the relational status of the interviewee, the demographical variables also did not influence organizational cynicism. However, three control variables (company, work type and answering location) did influence organizational cynicism. Interestingly, work type also moderated the relationship between psychological contract violation and organizational cynicism.

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