The Effect of On-Line Buyer Psychological Contract Violation on Trust: Taking Satisfaction as Moderator

Psychological contract violation is firmed when on-line consumers perceived the firm did not fulfill its response and obligation. Although it´s widespread among on-line shopping, consumers have different response for it. It´s necessary for firm to understand the real reason for it. This paper arguments and empirical test the transactional and relational psychological contract affect trust, and introduces satisfaction as a moderator. It shows that the violation of relational psychological contract is more powerful, and satisfaction is do moderator the relationship.