服务管理行为对顾客感知心理契约违背影响的实证研究

An Empirical Study of the Influence of Service Management Behavior on Customer's Perception of Psychological Contract Violation

以旅游服务业为实证研究对象,通过对236位有过旅游经历的顾客进行实证研究,发现服务企业的管理沟通对顾客感知心理契约违背存在正向影响;服务公正性对顾客感知交易型心理契约违背存在显著的负向影响,对关系型心理契约违背具有正向影响;服务营销管理实践活动对顾客感知服务企业心理契约违背存在显著的负向影响。

With the tourism industry as research object,this study investigates 236 customers who received travel service.It finds out that： management communication of service firms has positive influence on customers perception of psychological contract violation;the fairness of service has significant negative influence on customers＇ perception of transactional psychological contract violation,but has positive influence on relational psychological contract violation;service practices have strong negative influence on customers＇ perception of service firms＇ psychological contract violation.