A research on the psychological contract structure between service enterprises and customers

Yang Li and Yang Lin

Nankai Business Review International, 2010, vol. 1, issue 3, 317-337

Abstract: Purpose - The purpose of this paper, taking banking as the research object, is to build up a psychology covenant model for service enterprises and customers and to seek the form of the construction dimension in the psychology covenant between the service enterprise and the customer. Design/methodology/approach - SPSS16.0 was used for the exploratory factor analysis and AMOS7.0 for the confirmatory factor analysis. Findings - The psychological contract between service enterprises and customers is composed of two‐dimensional structures: the transactional psychological contract and the relational psychological contract. Research limitations/implications - The biggest limitation of this paper is the research region being limited to banking. Future research can extend to other industries. Originality/value - The result has the theoretic reference to the tactic establishment for customer relationship management in China's service industry against the background of a transfer economy.

Keywords: China; Banks; Service industries; Customer relations; Psychological contracts (search for similar items in EconPapers)
Date: 2010
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Persistent link: https://EconPapers.repec.org/RePEc:eme:nbripp:v:1:y:2010:i:3:p:317-337

DOI: 10.1108/20408741011069232

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