Mediating role of emotion in personalised relationship formation: study of patient-physician relationship Online publication date: Thu, 24-Jul-2014
by Praveen Kumar; Ashok Pratap Arora; Rajen Gupta
International Journal of Indian Culture and Business Management (IJICBM), Vol. 8, No. 4, 2014
Abstract: The paper tests a comprehensive model that explains relative influence of 'professional service provider behaviour' and 'customer emotions' on 'relationship', 'satisfaction', and its subsequent influence on 'post purchase behaviour' in the high contact, high credence extended service situations. One-on-one interviews with 256 patients were used to construct and validate relationships using the structural equation model. The results suggest that customers' positive appraisal of essential service provider behaviour results in customer satisfaction and re-patronisation intention. Customers' perception of relationship with the service provider which is consequent of service providers' interpersonal behaviour and customer experience of positive emotions in service interaction result in customer advocacy.
Online publication date: Thu, 24-Jul-2014
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Indian Culture and Business Management (IJICBM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email firstname.lastname@example.org