Journal
JOURNAL OF BUSINESS RESEARCH
Volume 65, Issue 4, Pages 537-546Publisher
ELSEVIER SCIENCE INC
DOI: 10.1016/j.jbusres.2011.02.019
Keywords
Mindfulness; Health; Malaysia; Survey; Customer
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This paper draws from the mindfulness theory in examining the effects of service reliability (including reliable health information and care), pre-emptive conflict handling, and customer orientation on customer satisfaction and loyalty in healthcare service delivery in Malaysia. A survey of 423 consumers of healthcare services in Malaysia provides support for the theory. The findings of the study indicate that care reliability, information reliability, and pre-emptive conflict handling directly affect customer orientation; all four directly affect customer satisfaction, and indirectly affect customer loyalty via customer satisfaction. Thus, customer satisfaction fully mediates in the relationship of care reliability, information reliability, pre-emptive conflict handling, and customer orientation with customer loyalty. These findings lead to research and managerial implications that conclude the paper. (C) 2011 Elsevier Inc. All rights reserved.
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