Faculty Publications

Title

Sources of generalized versus issue-specific dis/satisfaction in service channels of distribution: A review and comparative investigation

Document Type

Article

Journal/Book/Conference Title

Journal of Business Research

Volume

42

Issue

1

First Page

7

Last Page

23

Abstract

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

1-1-1998

DOI of published version

10.1016/S0148-2963(97)80006-9

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