TY - JOUR
T1 - Affective responses towards service providers: Implications for service encounter satisfaction
AU - Jayanti, Rama
PY - 1996/9/30
Y1 - 1996/9/30
N2 - This study investigates the influence of affective responses towards service providers on service encounter satisfaction within the context of health care services. A model of Service Encounter Satisfaction that incorporates affective responses is proposed and tested. The results suggest that affective responses may exert significant influence on perceived performance of the service provider. Managerial implications and future research directions are discussed. © 1996 by The Haworth Press, Inc. All rights reserved.
AB - This study investigates the influence of affective responses towards service providers on service encounter satisfaction within the context of health care services. A model of Service Encounter Satisfaction that incorporates affective responses is proposed and tested. The results suggest that affective responses may exert significant influence on perceived performance of the service provider. Managerial implications and future research directions are discussed. © 1996 by The Haworth Press, Inc. All rights reserved.
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U2 - 10.1300/J026v14n01_05
DO - 10.1300/J026v14n01_05
M3 - Article
C2 - 10163025
SN - 0735-9683
VL - 14
SP - 49
EP - 65
JO - Health Marketing Quarterly
JF - Health Marketing Quarterly
IS - 1
ER -