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Delight, Satisfaction, And Behavioral Intentions In A Hospital Setting;The Role Of Environmental And Interpersonal Services, Gary J. Robinson
Delight, Satisfaction, And Behavioral Intentions In A Hospital Setting;The Role Of Environmental And Interpersonal Services, Gary J. Robinson
ETD Archive
This study is one of few on customer satisfaction, delight, and behavioral intentions and the first in a hospital setting. Data, collected through phone interviews with 250 patients discharged from a hospital, support that: (1) patient delight and satisfaction have positive influences on behavioral intentions (2) environmental and interpersonal service quality have positive influences on patient satisfaction and patient delight however, (3) patient satisfaction mediates the relationship between environmental and interpersonal service quality and patient delight
The Role Of Emotional Relational Behaviors On Interpersonal Consumer Service Loyalty, Bernadette P. Njoku
The Role Of Emotional Relational Behaviors On Interpersonal Consumer Service Loyalty, Bernadette P. Njoku
ETD Archive
This study seeks to examine factors that enhance the development of interpersonal service relationships between consumers and service employees. It focuses on interpersonal service relationships that are extended in duration, affective or emotionally charged, and intimate in distance (EAI), or those which appear to be boundary open (Price and Arnould 1999 Price et al. 1995a, 1995b). It thus emphasizes relationships that are similar to personal acquaintances and friendships, rather than ones that are non-affective, and consist of little or no emotional content, such as professional relationships and casual acquaintances (Johnson and Selnes 2004 Coulter and Ligas 2004). Based on a …