An empirical study of relationship quality in a service setting: A Chinese case
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Chen, Zhen (George); Shi, Yizheng; Dong, Da-Hai
Description
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]
Collections | ANU Research Publications |
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Date published: | 2008 |
Type: | Journal article |
URI: | http://hdl.handle.net/1885/81912 |
Source: | Marketing Intelligence and Planning |
DOI: | 10.1108/02634500810847129 |
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01_Chen_An_empirical_study_of_2008.pdf | 103 kB | Adobe PDF | Request a copy |
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