Year: 2018
Type: article
Abstract: This conceptual paper aims at developing a research framework which explains how service credibility influences patients' revisit intention.Service credibility relates to the trustworthiness and the expertise of an organization that delivers on its promises to consumers.However, the context of service credibility remains understudied especially in a hospital setting.The relationship marketing theory will be applied in this study.Besides providing insights on how service credibility influences patients' revisit intention, the decision convenience and affective commitment of patients and their influences on revisit intention will also be investigated.The decision convenience and affective commitment can be considered as the mediators that mediate the relationship between the service credibility and patients' revisit intention.This study provides several implications for marketers and suggestions for future research.
DOI: 10.7456/1080sse/176
Institution: Multimedia University
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: gold
Estimated APC paid: $39
Award: G7653821823
OpenAlex ID: W2940891710