Expectations of the customer contact staff towards the employer and the possibilities of meeting them in banking institutions
Journal of East European Management Studies, 2016, vol. 21, issue 4, 391-405
To retain personnel and motivate them appropriately, banks must comply with the terms and conditions of cooperation specified in employment contracts (such as working hours and where work will be done, compensation, and career development opportunities). Additionally, they must respect the requirements of an unwritten agreement binding the employer and the customer contact staff – a psychological contract. This article presents the results of a survey of this staff working in commercial banks operating in Poland. The survey has allowed identifying the professional needs and expectations of bank staff built into employment and psychological contracts, their hierarchy, as well as the banking staff’s opinions on the possibilities of the needs being in their workplace.
Keywords: psychological contracts; employee expectations; mutual expectations; customer contact staff in banks (search for similar items in EconPapers)
JEL-codes: M12 M54 M54 G21 (search for similar items in EconPapers)
References: Add references at CitEc
Citations Track citations by RSS feed
Downloads: (external link)
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
Persistent link: https://EconPapers.repec.org/RePEc:rai:joeems:jeems-2016-rogozinska-pawelczyk
Ordering information: This journal article can be ordered from
Rainer Hampp Verlag, Journals, Vorderer Lech 35, 86150 Augsburg, Germany. A subscripton is required to access pdf files. Pay per article is available at
Access Statistics for this article
Journal of East European Management Studies is currently edited by Thomas Steger, editor-in chief
More articles in Journal of East European Management Studies from Rainer Hampp Verlag
Series data maintained by Rainer Hampp ().