Measuring service quality and its relationship to future consumer behavior

dc.contributor	Wichita State University. Department of Marketing & Entrepreneurship
dc.contributor.author	Headley, Dean E.
dc.contributor.author	Miller, Stephen J.
dc.date.accessioned	2012-02-10T20:47:15Z
dc.date.available	2012-02-10T20:47:15Z
dc.date.issued	1993
dc.identifier.citation	Headley DE, and SJ Miller. 1993. "Measuring service quality and its relationship to future consumer behavior". Journal of Health Care Marketing. 13 (4): 32-41.	en_US
dc.identifier.issn	0737-3253
dc.identifier.uri	http://hdl.handle.net/10057/4449
dc.description	Full text of this article is not available in SOAR.	en_US
dc.description.abstract	The authors adapt the SERVQUAL scale for medical care services and examine it for reliability, dimensionality, and validity in a primary care clinic setting. In addition, they explore the possibility of a link between perceived service quality--and its various dimensions--and a patient's future intent to complain, compliment, repeat purchase, and switch providers. Findings from 159 matched-pair responses indicate that the SERVQUAL scale can be adapted reliably to a clinic setting and that the dimensions of reliability, dependability, and empathy are most predictive of a patient's intent to complain, compliment, repeat purchase, and switch providers.	en_US
dc.language.iso	en_US	en_US
dc.publisher	Center for Management Development, John A. Walker College of Business	en_US
dc.relation.ispartofseries	Journal of Health Care Marketing;1993:, v.13, no.4
dc.title	Measuring service quality and its relationship to future consumer behavior	en_US
dc.type	Article	en_US
dc.description.version	Peer reviewed
dc.rights.holder	Copyright © 1993 John A. Walker College of Business.