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 collected from recent patients of two hospitals. The findings support the specific models and general framework. Implications for theory, service marketing, and future research are discussed.
Keywords
Service qualityMarketingCustomer satisfactionService (business)Consumer satisfactionQuality (philosophy)BusinessPatient satisfactionConsumer behaviourPsychologyService level objectiveService designService provider
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Publication Info
- Year
- 1989
- Type
- article
- Volume
- 9
- Issue
- 4
- Pages
- 5-17
- Citations
- 937
- Access
- Closed
External Links
Citation Metrics
937
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Cite This
Alan Woodside,
Len Frey,
Rebecca Daly
(1989).
Linking service quality, customer satisfaction, and behavioral intention..
PubMed
, 9
(4)
, 5-17.