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Firms measure the importance of an attribute’s performance in determining overall satisfaction to allocate resources to optimize profitability. However, most firms assume that an attribute’s importance in determining overall satisfaction is temporally invariant. We report results from two...
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In complex-negative services such as healthcare, service providers often confront ethical dilemmas, which are often resolved through the use of an ethics committee (EC). These dilemmas commonly surround difficult issues such as end-of-life care and conflict among caregivers of a disabled...
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This note describes how a satisfaction-based framework can be implemented in healthcare to measure patient satisfaction. The PSSM is a framework that links overall patient satisfaction to its antecedents and outcomes. We use a real example to describe the various components of a PSSM, how it can...
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We investigate the role of disconfirmation, responsibility, and stability attributions in the formation of satisfaction judgments. Building on the valence-expectancy framework, we find that disconfirmation and attributions impact satisfaction in a complex manner. Besides its main effect,...
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