The Impact of Affective Responses on Physician Evaluations: An Exploratory Study

Several researchers have pointed out the importance of feelings in understanding various consumer behavior phenomena, although most research has been conducted within the context of advertising effectiveness. The importance of feelings in determining service encounter evaluations is examined by demo...

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Bibliographic Details
Published in:Health marketing quarterly 1995-06, Vol.12 (3), p.49-62
Main Author: Jayanti, Rama K
Format: Article
Language:English
Subjects:
Affect
Consumer attitudes
Consumer behavior
Effects
Emotions
Evaluation Studies as Topic
Health administration
Health Services Research
Humans
Models, Theoretical
Patient Satisfaction
Perception
Physician-Patient Relations
Service industries
Statistical analysis
Studies
United States
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Summary:Several researchers have pointed out the importance of feelings in understanding various consumer behavior phenomena, although most research has been conducted within the context of advertising effectiveness. The importance of feelings in determining service encounter evaluations is examined by demonstrating the influence of affective responses on service provider evaluations, especially for those services that are considered to be relational. Two separate studies were conducted to fully understand the role of affective responses within the context of service encounter evaluation. Of primary interest in the first study was the development of reliable and valid scale to measure affective responses towards service providers. The 2nd study builds on the results for the first study by validating the affective response scale and testing its effectiveness in explaining service provider evaluations in a field setting.
ISSN:0735-9683
1545-0864
DOI:10.1300/J026v12n03_06