On the complex nature of patient evaluations of general practice service
Article Abstract:
The probability of a positive evaluation of the service encounter by patients increases with favorable process. The impact of a favorable process tends to be less positive in the case of an unfavorable outcome than in the case of a favorable outcome. With regards to the case of a visit directed at tangible aspects of the medical service, service outcome has a stronger influence on patient evaluations. On the other hand, service process has a stronger influence on patient evaluations with regards to the case of a visit directed at intangible aspects.
Publication Name: Journal of Economic Psychology
Subject: Psychology and mental health
ISSN: 0167-4870
Year: 1998
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The role of value in the delivery process of hospitality services
Article Abstract:
Customer value in the service delivery process was examined by breaking down the restaurant service delivery process into four stages, and evaluating each stage for emotional, practical and logical content in terms of the perception of the customer. The stages which exhibit high customer contact showed how customers value the service provided and an interesting insight into the results showed a carry-over effect, with a favorable impression or valuation of the first stage affecting the overall customer impression of the service.
Publication Name: Journal of Economic Psychology
Subject: Psychology and mental health
ISSN: 0167-4870
Year: 1998
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The impact of attitude strength on customer-oriented priority setting by decision makers: an emphirical investigation
Article Abstract:
The role of information perception by the decisions makers and its relation to customer satisfaction is examined.
Publication Name: Journal of Economic Psychology
Subject: Psychology and mental health
ISSN: 0167-4870
Year: 2003
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