haku: @author Sherrell, D. / yhteensä: 2
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| Tekijä: | Shaffer, R. Sherrell, D. |
| Otsikko: | Consumer satisfaction with health-care services: the influence of involvement |
| Lehti: | Psychology and Marketing
1997 : MAY, VOL. 14:3, p. 261-286 |
| Asiasana: | MARKETING PSYCHOLOGY HEALTH SERVICE |
| Kieli: | eng |
| Tiivistelmä: | The impact of involvement and ambiguity on satisfaction judgments for high-credence property services such as health care has not been studied. This study examines the level and process effects of involvement on satisfaction with two dimensions of a health-care service. The authors found that higher levels of customer involvement were associated with greater expectations and performance ratings for the ambiguous dimension of the service. |
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