Influence Of Psychological Contract Violations And Perceived Service Quality On Continuance Intention Through Customer Satisfaction: Moderating Effects Of Switching Costs And Emotional Exhaustion

Abstract

This study investigates the influence of psychological contract violations and perceived service quality on continuance intention through the mediating role of customer satisfaction. It further examines the moderating effects of switching costs and emotional exhaustion on these relationships. Data was collected from a diverse sample of service industry customers to analyze the complex interactions between these variables. The findings reveal that psychological contract violations negatively impact customer satisfaction, which in turn reduces continuance intention. Conversely, perceived service quality enhances customer satisfaction, leading to higher continuance intention. Additionally, switching costs were found to strengthen the positive relationship between customer satisfaction and continuance intention, suggesting that higher costs deter customers from switching even when satisfaction levels are moderate. Emotional exhaustion, on the other hand, weakens the positive effects of customer satisfaction on continuance intention and perceived service quality. This study underscores the importance of maintaining psychological contracts and high service quality to foster customer satisfaction and loyalty, while also considering the significant roles of switching costs and emotional exhaustion in these dynamics.