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Loyalty, perceived value and relationship quality in healthcare services

Miguel A. Moliner (Universitat Jaume I, Castellón de la Plana, Spain Departamento de Administración de Empresas y Marketing, Universitat Jaume I, Castellón de la Plana, Spain)

Journal of Service Management

ISSN: 1757-5818

Article publication date: 13 March 2009

6997

Abstract

Purpose

The purpose of this paper is to justify the central role played by post‐purchase perceived value and relationship quality in the explanation of loyalty behaviour/intentions.

Design/methodology/approach

The paper starts from a conceptual framework based on agency theory. From this theoretical base the concepts of post‐purchase perceived value and relationship quality are derived. The causal model is tested on a sample of hospital users.

Findings

The results show that perceived functional value exercises a significant influence over consumer satisfaction and trust. The main antecedents of loyalty are trust and satisfaction.

Research limitations/implications

The analysis has focussed on two hospitals, so the sample, though sufficient, is restricted to two specific cases.

Practical implications

The recommendation is that firms should introduce into their strategies the concept of perceived value, overcoming a vision excessively focussed on quality.

Originality/value

The paper has adapted a previous model to identify the antecedents of loyalty. The antecedents that have been identified up to now are highly speculative.

Keywords

Citation

Moliner, M.A. (2009), "Loyalty, perceived value and relationship quality in healthcare services", Journal of Service Management, Vol. 20 No. 1, pp. 76-97. https://doi.org/10.1108/09564230910936869

Publisher

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Emerald Group Publishing Limited

Copyright © 2009, Emerald Group Publishing Limited

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