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Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysia's healthcare sector
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- 자료유형학술지논문
- 저자명Ndubisi, N. O.
- 학회/출판사/기관명Elsevier Science B.V., Amsterdam.
- 출판년도2012
- 언어영어
- 학술지명/학위논문주기Journal of business research
- 발행사항Vol.65No.4[2012]_x000D_
- ISBN/ISSN0148-2963
- 소개/요약This 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.
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