Employee Performance: Exploring the Nexus of Nonstandard Services, Psychological Contracts, and Knowledge Sharing
Authors: Munawir Ahmad , Suseno Bambang Dwi 
Published: August 2024

Background: The interplay between the delivery of nonstandard services, the management of psychological contracts, and the facilitation of knowledge sharing forms a complex web that underpins employee performance in outsourcing companies. This nexus highlights the need for a strategic approach to human resource management that recognizes the unique challenges and opportunities presented by the outsourcing context. Leaders and managers in outsourcing companies must navigate these dynamics with care. Crafting clear, realistic, and flexible psychological contracts can provide a solid foundation for employee engagement. Simultaneously, fostering a culture that prizes knowledge sharing not only fuels innovation but also enhances the company’s capability to deliver nonstandard services effectively. Through such strategies, outsourcing companies can unlock the full potential of their workforce, achieving not only high levels of employee performance but also sustainable competitive advantage in the global market.

Objective: This research article is aimed at bridging a critical gap in the current body of knowledge by conducting a comprehensive investigation into the root causes of problems or complaints within outsourcing companies, with a particular focus on how these issues affect employee performance. Despite the recognized importance of employee performance in determining the success of outsourcing endeavors, there remains a significant lack of understanding regarding the specific factors that lead to employee grievances and the subsequent impact on their motivation and productivity. Identifying and understanding these factors is crucial for several reasons. First, it enables outsourcing companies to develop targeted strategies that address the underlying causes of employee dissatisfaction, rather than merely treating its symptoms. Second, by improving employee motivation and productivity, companies can enhance the quality of their services, leading to increased client satisfaction and competitive advantage in the market. Finally, addressing these issues contributes to a more positive organizational culture, which is essential for attracting and retaining top talent in the highly competitive outsourcing industry.

Arrangement: This structured arrangement facilitates a logical flow of information, guiding readers through the complexities of the study while highlighting the novel insights it provides into improving employee performance in outsourcing companies through an understanding of nonstandard services, psychological contracts, and knowledge sharing.

Method: This study adopts a quantitative research methodology, framed within a correlational design, to scrutinize the interrelations among various factors affecting employee performance in the manufacturing sector. It specifically investigates how psychological contracts (X1) and knowledge sharing (X2), as exogenous variables, relate to employee performance (Z), an endogenous variable. The analysis also considers the mediating role of nonstandard services (Y), examining both direct and indirect effects on employee performance. The objective is to uncover the complex dynamics between these variables and their collective impact on employee outcomes. For participant selection, the study utilizes the proportional random sampling technique, which is particularly effective in populations with relatively uniform characteristics, such as those found within the manufacturing industry a number 299 respondent. This sampling method ensures that the sample accurately reflects the broader population, contributing to the generalizability of the study’s findings. From the four variables in this study measured by 30 indicators, the minimum sample size required is determined at 30 × 10 = 300, so the sample size needed is around 300 samples. In this study, the sample size obtained was 299 after an assessment, all eligible to be processed through data testing. This study uses proportional random sampling for participant selection because it is suitable for a relatively homogeneous population.

Results: The research findings highlight the critical roles of psychological contracts and knowledge sharing in bolstering organizational effectiveness, employee engagement, and performance. Psychological contracts significantly influence employee behavior, engagement, and knowledge sharing, which are essential for enhancing nonstandard services, service delivery, and fostering a conducive work environment. This environment, in turn, stimulates creativity, innovation, and improved service quality. The strategic management of psychological contracts, aligned with organizational goals, and the implementation of effective knowledge management practices, are vital for promoting a culture of knowledge sharing. Together, these strategies support employee well‐being, facilitate performance improvement, and drive organizational success by prioritizing nonstandard service enhancements. These insights underscore the necessity of integrating strong psychological contracts and knowledge sharing practices into business governance to achieve desired outcomes and organizational effectiveness.

Conclusion: Psychological contracts significantly influence employee behavior and organizational outcomes, including both nonstandard services and employee performance. By shaping how employees engage with their work and the organization at large, psychological contracts are pivotal in driving engagement, knowledge sharing behaviors, and, ultimately, organizational effectiveness and performance enhancement. This underscores the critical nature of fostering robust psychological contracts and ensuring they are well‐aligned with organizational objectives to boost employee performance and achieve the desired outcomes. Furthermore, knowledge sharing emerges as a critical factor within organizations, playing a dual role. It not only enhances employee performance by contributing to improved productivity and organizational effectiveness but also plays a pivotal role in enhancing the delivery of nonstandard services. Through the dissemination of knowledge and expertise, organizations can innovate and improve their service offerings, leading to better organizational effectiveness. Moreover, the provision of nonstandard services within organizations is highlighted as a significant contributor to enhancing employee performance. This leads to improved productivity and, by extension, organizational effectiveness. The relationship between nonstandard services and employee performance illustrates the importance of innovative and tailored service solutions in driving organizational success.

Contribution: Overall, these findings highlight the intertwined roles of psychological contracts, knowledge sharing, and nonstandard services in shaping employee behavior and improving organizational outcomes. By prioritizing these elements, organizations can foster a culture of engagement, innovation, and high performance, leading to sustained organizational effectiveness and success. The research findings underscore the critical importance of strategic management of psychological contracts in shaping employee behaviors and organizational outcomes. Establishing positive psychological contracts can enhance employee engagement and commitment, ultimately leading to organizational success. Future research endeavors should consider exploring the longitudinal effects of psychological contracts, knowledge sharing practices, and nonstandard services on organizational outcomes. Longitudinal studies offer the opportunity to observe how these factors evolve over time and their enduring impact on organizational effectiveness.