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Service Encounter and Customer Psychological Contract

Author

Listed:
  • Yan Ma
  • Junye Deng

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.

Suggested Citation

  • Yan Ma & Junye Deng, 2012. "Service Encounter and Customer Psychological Contract," Journal of Business Administration Research, Journal of Business Administration Research, Sciedu Press, vol. 1(1), pages 75-77, April.
    • Handle: RePEc:jfr:jbar11:v:1:y:2012:i:1:p:75-77
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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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