Research on Consumers' Conflict Management Intention Based on Psychological Contract

摘要

This paper introduces the compensation of service failure as a moderator to study the effect of psychological contract on consumer conflict intention. Through the analysis of the survey data of 330 consumers, the results show that: the psychological contract has a positive effect on the intent of conflict handling of integration and avoidance; relationship psychological contract has a negative effect on the intention of dealing with competitive conflicts; The Impact of Contracts on Intentional Conflict Management. The above findings provide theoretical guidance for service companies to strengthen consumer conflict management by implementing consumer psychological contracts.