Graduate Theses and Dissertations
Graduate College
2014
Understanding psychological contract breach in the customer-firm relationship Lishan Su Iowa State University
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[email protected] Understanding psychological contract breach in the customer-firm relationship
by Lishan Su
A dissertation submitted to the graduate faculty in partial fulfillment of the requirements for the degree of Doctor of Philosophy
Major: Business and Technology Program of Study Committee: Russell N. Laczniak, Major Professor Kevin Blankenship Terry Childers Frederick Lorenz Sekar Raju
Iowa State University Ames, Iowa 2014
Copyright © Lishan Su, 2014. All rights reserved.
ii TABLE OF CONTENTS Page ABSTRACT ....................................................................................................................................
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CHAPTER 1
INTRODUCTION .........................................................................................
1
CHAPTER 2 LITERATURE REVIEW ............................................................................ Service Failures .................................................................................................................. Consequences of Service Failures............................................................................. Service Recovery Strategy ............................................................................................ Psychological Contract ................................................................................................... Psychological Contract Breach...................................................................................
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CHAPTER 3 THEORETICAL FRAMEWORK ............................................................. Overview of the Models and Definitions ............................................................... Study 1. A Basic Model of Psychological Contract Breach in the Customer-Firm Relationship .................................................................. Study 2. Antecedents of Perception of Psychological Contract Breach Study 2a. Source of Fault ............................................................................................... Study 2b. Social Obligation Bias ................................................................................ Study 3. Recovering from the Negative Outcomes of Psychological Contract Breach ..........................................................................................................
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CHAPTER 4 Study 1 Study 2a Study 2b Study 3
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METHODS ..................................................................................................... ............................................................................................................................ ............................................................................................................................ ............................................................................................................................ ................................................................................
