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An empirical study of relationship quality in a service setting: A Chinese case

Chen, Zhen (George); Shi, Yizheng; Dong, Da-Hai


Purpose - The paper's aim is to investigate the antecedents and outcomes of the relationship between providers and consumers of a "high-credence" service, in Hong Kong. Design/methodology/approach - A model of antecedents and outcomes was constructed. Relationship quality was conceptualized as the degree of trust in and satisfaction with the service provider. Data collected in face-to-face interviews with over 200 clients of 12 health-care clinics questionnaire survey were analyzed by...[Show more]

CollectionsANU Research Publications
Date published: 2008
Type: Journal article
Source: Marketing Intelligence and Planning
DOI: 10.1108/02634500810847129


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