中文摘要：

第三方物流企业是承担物流活动的一种物流业态，它既不属于第一方（发货方），也不属于第二方（收货方），而是通过与第一方或第二方合作，提供专业化的物流服务，它不拥有商品，不参与商品买卖，而是为客户提供以合同为约束、以结盟为基础的系列化、个性化、信息化物流代理服务。服务职能是第三方物流公司的重要职能，只有提高公司的服务水平，顾客满意度与顾客忠诚度才能得以提高。基于心理契约理论，根据顾客满意度和顾客忠诚度理论，构建心理契约-顾客满意度-顾客忠诚度模型进行分析，研究结果表明，第三方物流公司心理契约对顾客满意度具有重要影响，进而对顾客忠诚度产生影响，而顾客满意度在第三方物流公司心理契约与顾客忠诚度之间起中介作用。第三方物流公司在与顾客合作的过程中，必须及时分析顾客心理诉求，满足顾客心理需求，提高顾客满意度，以提高顾客忠诚度。

英文摘要：

3PL enterprise is a type of logistic business shouldering the responsibility of logistic activity; it is not the first party （deliver） or the second party （receiver）; with the help of cooperation with the first and second party, it provides professional logistic service, but does not have the possession of commodity and participate in commodity trade; it provides serialized, individualized and informationized logistic agent service taking the contract as the constrain and alignment as the basis. The service function is the important function of 3PL enterprise; only with the improvement of service level will the customer satisfaction and loyalty be improved. Based on the theory of psychological contract and the theory of customer satisfaction and loyalty, the author develop a model of psychological contract customer satisfaction and loyalty; the result shows that the psychological contract of the 3PL enterprise has important impact on customer satisfaction and it also has some impact on customer loyalty; while customer satisfaction plays the role of intermediate variable in the psychological contract of the 3PL enterprise and customer loyalty. While cooperating with customers, the 3PL enterprises should analyze their psychological appeal, meet their psychological demand and improve their degree of satisfaction to increase their loyalty.