A model of service quality perceptions and health care consumer behavior.
作者信息
O'Connor S J, Shewchuk R M, Bowers M R
机构信息
School of Business Administration, University of Wisconsin-Milwaukee 53201.
出版信息
J Hosp Mark. 1991;6(1):69-92.
PMID:10116639
Abstract
Analysis of covariance structures (LISREL) was used to examine the influence of consumer held perceptions of service quality on consumer satisfaction and intentions to return. Results indicate that service quality is a significant predictor of consumer satisfaction which, in turn, predicts intention to return. Health care marketing implications are discussed.
摘要
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