Service Encounter and Customer Psychological Contract

Yan Ma and Junye Deng

Journal of Business Administration Research, 2012, vol. 1, issue 1, 75-77

Abstract: The high-quality service has become the first important factor in enterprise¡¯s survival and development. Thisresearch aims to probe into influences of service encounter to customer psychological contract, studyingrelationships between service encounter and psychological contract, service providers and customers. Method of thequestionnaire was used to get information. The result indicates that good service scene and high-quality service haveimportant effects on customers¡¯ behavior intention, thus producing improvement of customers¡¯ satisfaction andloyalty to the enterprises.

Date: 2012
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