This paper develops a framework that links satisfaction with structure and process attributes to global satisfaction and behavioral intentions. The authors develop and present a structural equation model that encompasses these relationships based on a survey of 635 consumers of healthcare services. The results indicate that satisfaction with both structure and process attributes have a significant impact on global satisfaction. Global satisfaction was found to directly influence both intention to recommend and intention to return to the healthcare service provider.
Journal of Services Marketing – Emerald Publishing
Published: Mar 1, 2004
Keywords: Consumer psychology; Behaviour; Health services
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