Linking service quality, customer satisfaction, and behavioral intention.
Abstract
Based on the service quality and script theory literature, a framework of relationships among service quality, customer satisfaction, and behavioral intention for service purchases is proposed. Specific models are developed from the general framework and the models are applied and tested for the highly complex and divergent consumer service of overnight hospital care. Service quality, customer satisfaction, and behavioral intention data were...
Paper Details
Title
Linking service quality, customer satisfaction, and behavioral intention.
Published Date
Dec 1, 1989
Journal
Volume
9
Issue
4
Pages
5 - 17
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Notes
History