The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
Customer‐service provider relationships: an empirical test of a model of service quality, satisfaction and relationship‐oriented outcomes
Open accessAbstract
The objective of this study was to empirically test a model of relationships among service quality, satisfaction and selected behavioural outcomes. Particular attention was paid to delineating the cognitive aspects of the service provider‐consumer relationship from the affective, emotive factors. Using doctor‐patient relationships in Turkey as the study setting, results of a LISREL analysis suggest that the affective aspects of satisfaction have more impact than cognitive factors on patients’ propensity to continue the relationship. The most critical managerial implication of the study findings is that doctors need to place more emphasis on the functional (how it is done) aspects of care giving than the technical (what is done) ones.
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
Mano, H., & Oliver, R. L. (1993) · Journal of Consumer Research · doi:10.1086/209361 · Cited by 1,973
Cited by
Identifying key factors affecting consumer purchase behavior in an online shopping context
Park, C., & Kim, Y. (2003) · International Journal of Retail & Distribution Management · doi:10.1108/09590550310457818 · Cited by 914
Ha, H.-Y., & Perks, H. (2005) · Journal of Consumer Behaviour · doi:10.1002/cb.29 · Cited by 750
Assessing tourist behavioral intentions through perceived service quality and customer satisfaction
González, M. E. A., Comesaña, L. R., & Brea, J. A. F. (2007) · Journal of Business Research · doi:10.1016/j.jbusres.2006.10.014 · Cited by 396
Malhotra, N. K., Ulgado, F. M., Agarwal, J., Shainesh, G., & Wu, L. (2005) · International Marketing Review · doi:10.1108/02651330510602204 · Cited by 319
Metadata
- Authors
- Shemwell, D. J., Yavas, U., & Bilgin, Z.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 1998-05-01
- Volume
- 9
- Issue
- 2
- Pages
- 155-168
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W2024126006
- Cited by
- 392
- References
- 3
- FWCI
- 10.13
- Type
- journal article
- Language
- en
- Open access
- green
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- Shemwell, D. J., Yavas, U., & Bilgin, Z. (1998). Customer‐service provider relationships: an empirical test of a model of service quality, satisfaction and relationship‐oriented outcomes. International Journal of Service Industry Management. https://doi.org/10.1108/09564239810210505
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
