Abstract Relying on customer attribution theory and psychological contract model, we find that customers perceive a psychological contract breach more severe and experience more intense emotions when they attribute the service failure to external factors rather than internal factors (Experiment 1), and message construal level (Experiment 2) moderates the effect of psychological contract breach on the formation of their intense affective reactions. The study demonstrates that the way a firm communicates to customers about the unfulfilled promises affects their interpretation of the breach and thus the intensity of the emotional reactions.

中文翻译：

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心理契约违约与顾客满意度：在线购物研究

摘要依靠客户归因理论和心理契约模型，我们发现，当客户将服务失败归因于外部因素而非内部因素（实验1）和信息建构水平时，他们会更严重地感受到心理契约的违背并体验到更强烈的情绪。实验2）减轻了心理契约违背对其强烈情感反应形成的影响。该研究表明，企业与客户就未履行的承诺进行沟通的方式会影响他们对违约的解释，从而影响情感反应的强度。