Breach of psychological contract and compensation in cases of failure of online shopping service
More and more researchers are now attracting and paying attention towards the notion of psychological contract in the relationship of marketing.This study suggests that the compensation of a psychological contract for online customers was associated to the class of individual value orientation of cu...
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| Format: | Article |
| Language: | English |
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MCSER Publishing, Rome-Italy
2015
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| Online Access: | https://repo.uum.edu.my/id/eprint/18646/1/MJSS%206%204%202015%20516-522.pdf |
| _version_ | 1803627578778451968 |
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| author | Issa, Mustafa Rashid |
| author_facet | Issa, Mustafa Rashid |
| author_sort | Issa, Mustafa Rashid |
| collection | UUM |
| description | More and more researchers are now attracting and paying attention towards the notion of psychological contract in the relationship of marketing.This study suggests that the compensation of a psychological contract for online customers was associated to the class of individual value orientation of customers and breach of psychological contract.139 respondents participated in the experiment that belongs to the Chinese university. Results of the study revealed that interaction effect of breach type on trust compensation and individual value orientation was highly significant. When breach is driven by ability, then, for cooperative individuals, compensation will be more useful for repairing trust, whereas more useful and effective in case of non-cooperative individuals when integrity is a sole reason of breach. Findings and results have great implications for improving service quality and making marketing strategies. © 2015, Mediterranean Center of Social and Educational Research. All rights reserved. |
| first_indexed | 2024-07-04T06:08:18Z |
| format | Article |
| id | uum-18646 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:08:18Z |
| publishDate | 2015 |
| publisher | MCSER Publishing, Rome-Italy |
| record_format | dspace |
| spelling | uum-186462016-09-22T07:39:50Z https://repo.uum.edu.my/id/eprint/18646/ Breach of psychological contract and compensation in cases of failure of online shopping service Issa, Mustafa Rashid K Law (General) More and more researchers are now attracting and paying attention towards the notion of psychological contract in the relationship of marketing.This study suggests that the compensation of a psychological contract for online customers was associated to the class of individual value orientation of customers and breach of psychological contract.139 respondents participated in the experiment that belongs to the Chinese university. Results of the study revealed that interaction effect of breach type on trust compensation and individual value orientation was highly significant. When breach is driven by ability, then, for cooperative individuals, compensation will be more useful for repairing trust, whereas more useful and effective in case of non-cooperative individuals when integrity is a sole reason of breach. Findings and results have great implications for improving service quality and making marketing strategies. © 2015, Mediterranean Center of Social and Educational Research. All rights reserved. MCSER Publishing, Rome-Italy 2015 Article PeerReviewed application/pdf en cc_by https://repo.uum.edu.my/id/eprint/18646/1/MJSS%206%204%202015%20516-522.pdf Issa, Mustafa Rashid (2015) Breach of psychological contract and compensation in cases of failure of online shopping service. Mediterranean Journal of Social Sciences, 6 (4). pp. 516-522. ISSN 2039-9340 http://doi.org/10.5901/mjss.2015.v6n4p516 doi:10.5901/mjss.2015.v6n4p516 doi:10.5901/mjss.2015.v6n4p516 |
| spellingShingle | K Law (General) Issa, Mustafa Rashid Breach of psychological contract and compensation in cases of failure of online shopping service |
| title | Breach of psychological contract and compensation in cases of failure of online shopping service |
| title_full | Breach of psychological contract and compensation in cases of failure of online shopping service |
| title_fullStr | Breach of psychological contract and compensation in cases of failure of online shopping service |
| title_full_unstemmed | Breach of psychological contract and compensation in cases of failure of online shopping service |
| title_short | Breach of psychological contract and compensation in cases of failure of online shopping service |
| title_sort | breach of psychological contract and compensation in cases of failure of online shopping service |
| topic | K Law (General) |
| url | https://repo.uum.edu.my/id/eprint/18646/1/MJSS%206%204%202015%20516-522.pdf |
| work_keys_str_mv | AT issamustafarashid breachofpsychologicalcontractandcompensationincasesoffailureofonlineshoppingservice |