Empirical study on customers' perception of psychological contract violation influenced by service management

摘要

With the service industry as the object, this study investigates 236 customers who have received travel services and uses structural equation model to focus on the influence of service firms' management communication, fairness of service and service practices on customers' perception of psychological contract violation. The result suggests that service firms' management communication has positive influence on customers' perception of psychological contract violation, but has positive influence on customers' perception of service firms' relational psychological contract violation. It also suggests that the fairness of service has strong and negative influence on customers' perception of service firms' transactional psychological contract violation, but has positive influence on customers' perception of relational psychological contract violation. In addition, service practices have strong negative influence both on customers' perception of transactional and relational psychological contract violation.