A research on the psychological contract structure between service enterprises and customers: An empirical research on China's banking industry
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
Citation
Li, Y. and Lin, Y. (2010), "A research on the psychological contract structure between service enterprises and customers: An empirical research on China's banking industry", Nankai Business Review International, Vol. 1 No. 3, pp. 317-337. https://doi.org/10.1108/20408741011069232
Publisher
:Emerald Group Publishing Limited
Copyright © 2010, Emerald Group Publishing Limited