工业技术经济2016，Vol.35Issue(10)：85-93,9.DOI:10.3969/j.issn.1004-910X.2016.10.011
心理契约违背、顾客满意与消费者非伦理行为--伦理意识的调节作用
Psychological Contract Violation, Customer Satisfaction and Consumer Non-ethical Behavior---The Moderate Effect of Ethic Ideology
摘要
Abstract
〔Abstract〕 As the competition of consumption market becomes fierce increasingly , enterprises fail to carry out the commitment of re-sponsibility and duty , and psychological contract will be violated which will give rise to customer dissatisfaction or even non-ethical behav-iors . Through questionnaire survey of 328 valid respondents , it is confirmed that transactional psychological contract and relational psycho-logical contract have positive impact on partial dimensions of consumer non-ethical behaviors . Customer satisfaction plays a mediating role between relational psychological contract violation and consumer non-ethical behavior . And relativism ethics ideology plays a moderating role between relational psychological contract and no harm activities . Enterprises could fulfill their commitments and maintain customer psy-chological contract to guide the ethical consumption , and provide personalized services to improve customer satisfaction .关键词
顾客心理契约/心理契约违背/消费者非伦理行为/顾客满意Key words
customer psychological contract/psychological contract violation/consumer non-ethical behavior/customer satis-faction分类
管理科学引用本文复制引用
蒋丽芹,张迪,李星卫..心理契约违背、顾客满意与消费者非伦理行为--伦理意识的调节作用[J].工业技术经济,2016,35(10):85-93,9.
