Affective responses towards service providers: implications for service encounter satisfaction.
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.
Jayanti
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James J. Nance College of Business, Cleveland State University, OH 44115, USA.
D000339:Affect; D005163:Factor Analysis, Statistical; D019538:Health Care Surveys / Q000379:methods*; D006801:Humans; D016013:Likelihood Functions; D008960:Models, Psychological; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D010817:Physician-Patient Relations; D012107:Research Design; D014481:United States