An empirical study of relationship quality in a service setting: A Chinese case
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]
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|Source:||Marketing Intelligence and Planning|
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