Linking service quality, customer satisfaction, and behavioral intention.
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TL;DR
Findings support a framework of relationships among service quality, customer satisfaction, and behavioral intention for service purchases and implications for theory, service marketing, and future research are discussed.
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.