Service Encounter and Customer Psychological Contract

Yan Ma, Junye Deng


The high-quality service has become the first important factor in enterprise’s survival and development. This
research aims to probe into influences of service encounter to customer psychological contract, studying
relationships between service encounter and psychological contract, service providers and customers. Method of the
questionnaire was used to get information. The result indicates that good service scene and high-quality service have
important effects on customers’ behavior intention, thus producing improvement of customers’ satisfaction and
loyalty to the enterprises.

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Journal of Business Administration Research

ISSN 1927-9507 (Print)      ISSN 1927-9515  (Online)

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