Abstract
PurposeThe purpose of this paper, taking banking as the research object, is to build up a psychology covenant model for service enterprises and customers and to seek the form of the construction dimension in the psychology covenant between the service enterprise and the customer.Design/methodology/approachSPSS16.0 was used for the exploratory factor analysis and AMOS7.0 for the confirmatory factor analysis.FindingsThe psychological contract between service enterprises and customers is composed of two‐dimensional structures: the transactional psychological contract and the relational psychological contract.Research limitations/implicationsThe biggest limitation of this paper is the research region being limited to banking. Future research can extend to other industries.Originality/valueThe result has the theoretic reference to the tactic establishment for customer relationship management in China's service industry against the background of a transfer economy.
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