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Loyalty, perceived value and relationship quality in healthcare services

Loyalty, perceived value and relationship quality in healthcare services Purpose – The purpose of this paper is to justify the central role played by post‐purchase perceived value and relationship quality in the explanation of loyalty behaviour/intentions. Design/methodology/approach – The paper starts from a conceptual framework based on agency theory. From this theoretical base the concepts of post‐purchase perceived value and relationship quality are derived. The causal model is tested on a sample of hospital users. Findings – The results show that perceived functional value exercises a significant influence over consumer satisfaction and trust. The main antecedents of loyalty are trust and satisfaction. Research limitations/implications – The analysis has focussed on two hospitals, so the sample, though sufficient, is restricted to two specific cases. Practical implications – The recommendation is that firms should introduce into their strategies the concept of perceived value, overcoming a vision excessively focussed on quality. Originality/value – The paper has adapted a previous model to identify the antecedents of loyalty. The antecedents that have been identified up to now are highly speculative. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Service Management Emerald Publishing

Loyalty, perceived value and relationship quality in healthcare services

Journal of Service Management , Volume 20 (1): 22 – Mar 13, 2009

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References (92)

Publisher
Emerald Publishing
Copyright
Copyright © 2009 Emerald Group Publishing Limited. All rights reserved.
ISSN
1757-5818
DOI
10.1108/09564230910936869
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to justify the central role played by post‐purchase perceived value and relationship quality in the explanation of loyalty behaviour/intentions. Design/methodology/approach – The paper starts from a conceptual framework based on agency theory. From this theoretical base the concepts of post‐purchase perceived value and relationship quality are derived. The causal model is tested on a sample of hospital users. Findings – The results show that perceived functional value exercises a significant influence over consumer satisfaction and trust. The main antecedents of loyalty are trust and satisfaction. Research limitations/implications – The analysis has focussed on two hospitals, so the sample, though sufficient, is restricted to two specific cases. Practical implications – The recommendation is that firms should introduce into their strategies the concept of perceived value, overcoming a vision excessively focussed on quality. Originality/value – The paper has adapted a previous model to identify the antecedents of loyalty. The antecedents that have been identified up to now are highly speculative.

Journal

Journal of Service ManagementEmerald Publishing

Published: Mar 13, 2009

Keywords: Customer relations; Hospitals; Health services; Customer satisfaction; Patients

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