| 基于心理契约的服务忠诚决定因素实证研究 |
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| 引用本文： | 罗海成. 基于心理契约的服务忠诚决定因素实证研究[J]. 经济管理, 2008, 0(4): 55-61 |
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| 作者姓名： | 罗海成 |
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| 作者单位： | 福建行政学院,福建福州350002 |
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| 基金项目： | 国家自然科学基金项目“关系营销范式下的服务补救有效性及其管理研究”(70572083) |
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| 摘 要： | 服务忠诚决定因素研究存在不一致的观点和结论，这表明服务忠诚是一个有待深入研究的主题。本文将心理契约理论作为整合服务管理与关系营销两大学派的有机连接点，提出一个整合研究模型。并通过两个服务行业调查，应用结构方程模型，对服务忠诚决定因素进行了实证研究。
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| 关 键 词： | 服务忠诚 心理契约 感知价值 顾客满意 顾客信任 顾客承诺 |
An Empirical Study on the Determinants of Service Loyalty:A Psychological Contract Perspective |
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| LUO Hai-cheng. An Empirical Study on the Determinants of Service Loyalty:A Psychological Contract Perspective[J]. Economic Management, 2008, 0(4): 55-61 |
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| Authors: | LUO Hai-cheng |
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| Affiliation: | LUO Hai-cheng (Fujian Institute of Economics , Management,Fuzhou,Fujian,350002,China) |
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| Abstract: | There are still many inconsistent or even conflicting theoretical viewpoints or empirical results about the determinants of service loyalty among the researchers,which indicates that further researches should be made about service loyalty.This paper introduces the construct psychological contract and views it as the psychological interface that bridges service management and relationship marketing approaches to service loyalty.Based upon this,the paper develops a research framework,which is validated by an ... |
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| Keywords: | service loyalty psychological contract perceived value customer satisfaction customer trust customer commitment |
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