Open AccessService Encounter and Customer Psychological Contract
Author(s) -
Yan Ma,
Junye Deng
Publication year - 2012
Publication title -
journal of business administration research
Language(s) - English
Resource type - Journals
eISSN - 1927-9515
pISSN - 1927-9507
DOI - 10.5430/jbar.v1n1p75
Subject(s) - psychological contract , service quality , service (business) , business , loyalty , service level objective , service provider , service guarantee , marketing , quality (philosophy) , customer satisfaction , service design , process management , psychology , social psychology , philosophy , epistemology