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A research on the psychological contract structure between service enterprises and customers: An empirical research on China's banking industry

Yang Li (International Business Management Department, South China Business College, Guangdong University of Foreign Studies, Guangzhou, China)
Yang Lin (School of Management, Guangdong University of Foreign Studies, Guangzhou, China)

Nankai Business Review International

ISSN: 2040-8749

Article publication date: 30 July 2010

699

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

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