Understanding the structure of consumers’ satisfaction evaluations of service delivery

摘要: This paper examines the current state of literature concerning thestructure (i.e., conceptualization, taxonomy, and operationalization) consumers’ satisfaction evaluations a service delivery. In particular, relevant research in medical sociology, community health marketing is reviewed. so doing, advances as well gaps our understanding are delineated. Drawing upon services marketing, social psychology, organizational theory literatures, we propose hypothesis for multiobject conceptualization construct. fills major gap previous research. Using data collected from four metropolitan areas, this subjected to empirical verification. Competing hypotheses explicity considered. The proposed also tested convergent, discriminant, nomological validity. Overall, results support multidimensional-multiobject model However, objects source variation evaluations, accounting about 61% total variance. addition, objectbased yield evidence Implications into structure care delivery multidyadic general, discussed.