SOURCES OF GENERALIZED VERSUS ISSUE-SPECIFIC DIS SATISFACTION IN-SERVICE CHANNELS OF DISTRIBUTION - A REVIEW AND COMPARATIVE INVESTIGATION/

Service channels represent complex behavioral settings for understandi ng sources of dis/satisfaction between service providers and service r ecipients. Because of the nature of a service offering, service evalua tions are frequently subjective and judgmental, making it difficult fo r service providers to determine precisely the sources of customer dis /satisfaction. This article empirically evaluates sources of both gene ral and issue-specific dis/satisfaction in a health cave channel setti ng. The effects of a series of competency based as well as secondary p redictors of dis/satisfactions are simultaneously tested for their imp act on issue-specific and generalized dis/satisfaction perceptions. A meta-analytic review process is employed to isolate potential predicto rs of dis/satisfaction. Implications of results are discussed for both academic and practitioner communities. (C) 1998 Elservier Science Inc .