Sources of generalized versus issue-specific dis/satisfaction in service channels of distribution: A review and comparative investigation
Journal of Business Research
Service channels represent complex behavioral settings for understanding sources of dis/satisfaction between service providers and service recipients. Because of the nature of a service offering, service evaluations are frequently subjective and judgmental, making it difficult for service providers to determine precisely the sources of customer dis/satisfaction. This article empirically evaluates sources of both general and issue-specific dis/satisfactions in a health care channel setting. The effects of a series of competency-based as well as secondary predictors of dis/satisfactions are simultaneously tested for their impact on issue-specific and generalized dis/satisfaction perceptions. A meta-analytic review process is employed to isolate potential predictors of dis/satisfaction. Implications of results are discussed for both academic and practitioner communities.
Original Publication Date
DOI of published version
Dant, Rajiv P.; Lumpkin, James R.; and Rawwas, Mohammed Y.A., "Sources of generalized versus issue-specific dis/satisfaction in service channels of distribution: A review and comparative investigation" (1998). Faculty Publications. 3950.