A research on the psychological contract structure between service enterprises and customers : An empirical research on China's banking industry

Purpose – The 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/approach – SPSS16.0 was used for the exploratory factor analysis and AMOS7.0 for the confirmatory factor analysis. Findings – The psychological contract between service enterprises and customers is composed of two‐dimensional structures: the transactional psychological contract and the relational psychological contract. Research limitations/implications – The biggest limitation of this paper is the research region being limited to banking. Future research can extend to other industries. Originality/value – The 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.