| 服务管理行为对顾客感知心理契约违背影响的实证研究 |
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| 引用本文： | 汤发良,阳林.服务管理行为对顾客感知心理契约违背影响的实证研究[J].软科学,2011(10):46-50. |
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| 作者姓名： | 汤发良 阳林 |
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| 作者单位： | 广东工业大学管理学院;广东外语外贸大学管理学院; |
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| 基金项目： | 教育部人文社会科学规划基金项目(07JA630061); 广州市社会科学规划项目(09y62) |
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| 摘 要： | 以旅游服务业为实证研究对象,通过对236位有过旅游经历的顾客进行实证研究,发现服务企业的管理沟通对顾客感知心理契约违背存在正向影响;服务公正性对顾客感知交易型心理契约违背存在显著的负向影响,对关系型心理契约违背具有正向影响;服务营销管理实践活动对顾客感知服务企业心理契约违背存在显著的负向影响。
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| 关 键 词： | 心理契约违背 管理沟通 服务公正 服务管理实践 |
An Empirical Study of the Influence of Service Management Behavior on Customer's Perception of Psychological Contract Violation |
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| TANG Fa-Liang,YANG Lin.An Empirical Study of the Influence of Service Management Behavior on Customer's Perception of Psychological Contract Violation[J].Soft Science,2011(10):46-50. |
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| Authors: | TANG Fa-Liang YANG Lin |
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| Institution: | TANG Fa-Liang1,YANG Lin2 (1.School of Management,Guangdong University of Technology,Guangzhou 510520,2.School of Management,Guangdong University of Foreign Studies,Guangzhou 510420) |
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| Abstract: | With the tourism industry as research object,this study investigates 236 customers who received travel service.It finds out that: management communication of service firms has positive influence on customers` perception of psychological contract violation;the fairness of service has significant negative influence on customers' perception of transactional psychological contract violation,but has positive influence on relational psychological contract violation;service practices have strong negative influence... |
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| Keywords: | psychological contract violation management communication fairness of service service management practices |
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