search query: @author Rawwas, M. Y. A. / total: 4
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| Author: | Dant, R. P. Lumpkin, J. R. Rawwas, M. Y. A. |
| Title: | Sources of generalized versus issue-specific dis/satisfaction in service channels of distribution: A review and comparative investigation |
| Journal: | Journal of Business Research
1998 : MAY, VOL. 42:1, p. 7-23 |
| Index terms: | CONSUMER SATISFACTION HEALTH SERVICE MARKET RESEARCH STATISTICAL METHODS |
| Language: | eng |
| Abstract: | Service channels represent complex behavioral settings for understanding sources of dis/satisfaction btw. service providers and service recipients. Because of the nature of a service offering, service evaluations are frequently subjective and judgmental, making it difficult for servise providers to determine precisely the sources of customer dis/satisfaction. A study empirically evaluates sources of both general and issue-specific dis/satisfaction in a health care chanel setting. The effects of a series of competency-based as well as secondary predictors of dis/satisfactions are simultaneously tested for their impact on issue-specific and generalized dis/satisfaction perceptions. A meta-analytic review process is employed to isolate potential predictors of dis/satisfaction. Implications of results are discussed for both academic and practitioner communities. |
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