Skip to main content
Top

2015 | OriginalPaper | Chapter

Customers Service Experience in Hospitals: A Dip and SOS Construct of Negative Encounters

Authors : Maria de los M. Santos Corrada, Juan Carlos Sosa Varela, Göran Svensson

Published in: Marketing Dynamism & Sustainability: Things Change, Things Stay the Same…

Publisher: Springer International Publishing

Activate our intelligent search to find suitable subject content or patents.

search-config
loading …

In order to keep a competitive advantage and to fullfill the needs of customers, service companies must offer favorable customer experiences and services. A service experience may be seen as a service process that creates customers’ cognitive, emotional and behavioral responses, resulting in a mental mark, a memory (Johnston and Clark, 2001). If the service experience is negative, the customers’ perceived justice influences complaint behaviors (Schoefer and Diamantopoulos, 2008), as well as their emotions and loyalty towards the firm (DeWitt et al., 2008).

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

Metadata
Title
Customers Service Experience in Hospitals: A Dip and SOS Construct of Negative Encounters
Authors
Maria de los M. Santos Corrada
Juan Carlos Sosa Varela
Göran Svensson
Copyright Year
2015
Publisher
Springer International Publishing
DOI
https://doi.org/10.1007/978-3-319-10912-1_94