This study focuses on examining client citizenship behaviors (CCBs) from a psychological contract perspective in enterprise systems (ES) vendor–client relationships. Using polynomial modeling to capture the discrepancy between expected obligations and delivered fulfillments, this stud unpacks psychological contract and investigates the impacts of psychological contract under-fulfillment, fulfillment, and over-fulfillment on CCBs. The results show that both under-fulfillment and over-fulfillment of psychological contract are negatively related to CCBs. CCBs are shown to be higher when expected obligation and delivered fulfillment are both high than when both are low. The theoretical contributions and practical implications are discussed.

这项研究的重点是从企业系统（ES）供应商-客户关系中的心理契约角度检查客户的公民行为（CCB）。通过使用多项式建模来捕获预期义务和已交付的履行之间的差异，此研究可以分解心理契约，并研究心理契约履行不足，履行和超额履行对CCB的影响。结果表明，心理契约的未履行和过履行均与商业银行负相关。当预期义务和交付履约额都很高时，显示出商业银行要比两者都低时更高。讨论了理论贡献和实践意义。