Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting: The Role of Environmental and Interpersonal Services

Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting: The Role of Environmental and Interpersonal Services

Bibliographic Details
Main Author: Robinson, Gary J.
Language:English
Published: Cleveland State University / OhioLINK 2012
Subjects:
Marketing
Delight
Satisfaction
Service Quality
Behavioral Intentions
Loyalty
Emotions
Patient Satisfaction
Interpersonal Satisfaction
Environmental Satisfaction
Online Access:http://rave.ohiolink.edu/etdc/view?acc_num=csu1330029995
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spelling ndltd-OhioLink-oai-etd.ohiolink.edu-csu13300299952021-08-03T05:35:19Z Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting: The Role of Environmental and Interpersonal Services Robinson, Gary J. Marketing Delight Satisfaction Service Quality Behavioral Intentions Loyalty Emotions Patient Satisfaction Interpersonal Satisfaction Environmental Satisfaction This study is one of few on customer satisfaction, delight, and behavioral intentions and the first in a hospital setting. Data, collected through phone interviews with 250 patients discharged from a hospital, support that: (1) patient delight and satisfaction have positive influences on behavioral intentions; (2) environmental and interpersonal service quality have positive influences on patient satisfaction and patient delight; however, (3) patient satisfaction mediates the relationship between environmental and interpersonal service quality and patient delight. 2012-02-24 English text Cleveland State University / OhioLINK http://rave.ohiolink.edu/etdc/view?acc_num=csu1330029995 http://rave.ohiolink.edu/etdc/view?acc_num=csu1330029995 unrestricted This thesis or dissertation is protected by copyright: all rights reserved. It may not be copied or redistributed beyond the terms of applicable copyright laws.
collection NDLTD
language English
sources NDLTD
topic Marketing
Delight
Satisfaction
Service Quality
Behavioral Intentions
Loyalty
Emotions
Patient Satisfaction
Interpersonal Satisfaction
Environmental Satisfaction
spellingShingle Marketing
Delight
Satisfaction
Service Quality
Behavioral Intentions
Loyalty
Emotions
Patient Satisfaction
Interpersonal Satisfaction
Environmental Satisfaction
Robinson, Gary J.
Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting: The Role of Environmental and Interpersonal Services
author Robinson, Gary J.
author_facet Robinson, Gary J.
author_sort Robinson, Gary J.
title Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting: The Role of Environmental and Interpersonal Services
title_short Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting: The Role of Environmental and Interpersonal Services
title_full Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting: The Role of Environmental and Interpersonal Services
title_fullStr Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting: The Role of Environmental and Interpersonal Services
title_full_unstemmed Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting: The Role of Environmental and Interpersonal Services
title_sort delight, satisfaction, and behavioral intentions in a hospital setting: the role of environmental and interpersonal services
publisher Cleveland State University / OhioLINK
publishDate 2012
url http://rave.ohiolink.edu/etdc/view?acc_num=csu1330029995
work_keys_str_mv AT robinsongaryj delightsatisfactionandbehavioralintentionsinahospitalsettingtheroleofenvironmentalandinterpersonalservices
_version_ 1719422161996742656

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