顾客心理契约违背与信任和满意关系的再思考

Abstract

Abstract:

Based on the literature review about relationships among psychological contract violation, trust and satisfaction, this paper rethinks the relationships among them. Using the empirical study of restaurant，the results show that trust mediates the relationship of consumer psychological contract violation and satisfaction, and this effect is moderated by customers’ beliefs concerning obligations of themselves. The results deepen the existing recognition about consumer psychological contract violation, trust, and satisfaction.

Key words: consumer psychological contract violation, trust, satisfaction

Zhao Xin, Ma Qinhai, Hao Jinjin. Rethinking the relationship among consumer psychological contract violation, trust and satisfaction[J]. Journal of Marketing Science, 2011, 7(2): 81-91.

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Rethinking the relationship among consumer psychological contract violation, trust and satisfaction

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