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ETD Abstract Container

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

Robinson, Gary J.
http://rave.ohiolink.edu/etdc/view?acc_num=csu1330029995

Abstract Details

2012, Doctor of Business Administration, Cleveland State University, Nance College of Business Administration.
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.
William Lundstrom (Committee Chair)
Raj Javalgi (Committee Member)
Rama Jayanti (Committee Member)
J.B. Silvers (Committee Member)
143 p.
Marketing
Delight; Satisfaction; Service Quality; Behavioral Intentions; Loyalty; Emotions; Patient Satisfaction; Interpersonal Satisfaction; Environmental Satisfaction

Recommended Citations

Citations

  • Robinson, G. J. (2012). Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting: The Role of Environmental and Interpersonal Services [Doctoral dissertation, Cleveland State University]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=csu1330029995

    APA Style (7th edition)

  • Robinson, Gary. Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting: The Role of Environmental and Interpersonal Services. 2012. Cleveland State University, Doctoral dissertation. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=csu1330029995.

    MLA Style (8th edition)

  • Robinson, Gary. "Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting: The Role of Environmental and Interpersonal Services." Doctoral dissertation, Cleveland State University, 2012. http://rave.ohiolink.edu/etdc/view?acc_num=csu1330029995

    Chicago Manual of Style (17th edition)

csu1330029995
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© 2012, all rights reserved.
This open access ETD is published by Cleveland State University and OhioLINK.