东北大学学报（社会科学版）

东北大学学报（社会科学版） ›› 2013, Vol. 15 ›› Issue (2): 154-159.DOI: -

• 经济与管理研究 • 上一篇    下一篇

顾客参与、感知服务质量对顾客心理契约的影响研究

赵鑫1,2，王淑梅2   

  1. (1.东北大学工商管理学院，辽宁沈阳110819;2.沈阳大学国际商学院，辽宁沈阳110044)
  • 收稿日期:2012-06-13 修回日期:2012-06-13 出版日期:2013-03-25 发布日期:2014-12-18
  • 通讯作者: 赵鑫等
  • 作者简介:赵鑫(1979-)，女，辽宁辽阳人，东北大学博士研究生，沈阳大学讲师，主要从事心理契约、消费者行为研究;王淑梅(1965-)，女，辽宁庄河人，沈阳大学教授，主要从事现代服务业、资本运营与投融资管理研究。
  • 基金资助:
    辽宁省社会科学规划基金资助项目(L10DGL015)。

The Impact of Consumer Participation and Perceived Service Quality upon Consumers Psychological Contract

ZHAO Xin1,2， WANG Shumei2   

  1. (1. School of Business Administration， Northeastern University， Shenyang 110819， China; 2. International Business School， Shenyang University， Shenyang 110044， China)
  • Received:2012-06-13 Revised:2012-06-13 Online:2013-03-25 Published:2014-12-18
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摘要： 顾客心理契约是动态变化的，受服务流程中诸多因素的影响。在已有研究成果基础上，探讨顾客参与、感知服务质量对顾客心理契约的作用机理。通过美发业的实证研究表明，顾客参与、感知服务质量正向影响顾客心理契约，感知服务质量在顾客参与与顾客心理契约的关系上起部分中介作用。通过路径系数对比，同时发现，顾客参与对顾客与企业之间交易契约的影响高于关系契约，感知服务质量对顾客与企业之间的关系契约的影响高于交易契约。

关键词: 心理契约, 顾客参与, 感知服务质量

Abstract: Consumers psychological contract is dynamically changing， prone to many factors in the process of service delivery. Based on the literature review， this paper analyzes the impact of consumer participation and perceived service quality upon consumers psychological contract. Using an empirical study of the haircut industry， the results show that consumer participation and perceived service quality affect consumers psychological contract， and the effect of consumer participation on consumers psychological contract is partly moderated by perceived service quality. Comparing the path coefficients， the effect of consumer participation on transactional consumers psychological contract is stronger than the effect of consumer participation on relational consumer psychological contract， and the effect of perceived service quality on relational consumers psychological contract is stronger than the effect of perceived service quality on transactional consumers psychological contract. The results could enrich the theory of influencing factors on consumers psychological contract.

Key words: psychological contract, consumer participation, perceived service quality

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