Seeing relationships through the lens of psychological contracts: the structure of consumer service relationships

Volume: 45, Issue: 3, Pages: 357 - 376
Published: May 1, 2017
Abstract
Serving as mental models, psychological contracts guide consumers’ service interactions with their service providers. This study incorporates a psychological contract perspective into the relationship marketing literature, exploring service customers’ beliefs about the terms and conditions of the resource exchange process and the types of relationships they form with service providers. It provides new insights that explain why and how some...
Paper Details
Title
Seeing relationships through the lens of psychological contracts: the structure of consumer service relationships
Published Date
May 1, 2017
Volume
45
Issue
3
Pages
357 - 376
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